Customer & Proposition Manager - HSBC Life

4 months ago

Hong Kong, Hong Kong SAR China HSBC Full time

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Life is a world-class institution where you can specialize in Insurance but enjoy the advantages that come with being part of a leading global international bank. Insurance is about people, and the promises they make. At HSBC Life we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region.

Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our team of high-performing individuals to build skills and explore new experiences to realize the full potential of being part of HSBC.

Together we pursue efficient ways of working. We harness the latest data and technology solutions to achieve meaningful outcomes for our clients. The protection we offer creates broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a Customer & Proposition Manager.

Principle Responsibilities:

Work with business owners and enablement teams to ensure customer journey and experience enhancements and solutions meet the requirements, drive the right outcomes (through rapid test and learn and customer testing) and are delivered as per design solution is fit for purpose Map end-to-end customer journeys for key Health propositions, products & platforms, including but not limited to Well+ and Benefits Drive exceptional customer experience (NPS) across all Health touch points Identify key pain points for improvement and design moments of truth, based on data & insights Design and lead VOC and customer testing and research that feeds design Working with insights and data leads received from enablement teams, create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience Champion a customer obsessed culture in the company; work with all functions to embed customer value decisions in all our activities Digital and Mobile skills: The role holder will have knowledge and experience in digital and mobile given the focus on driving the engagement across our customer base Foster and champion Growth mindset, enabling insights and design thinking to drive ambitious growth Foster a customer centric culture and deliver a level of customer and employee advocacy superior to regional and market competitors and create a sustainable differentiated competitive position Work closely with the regional and global teams to consistently deliver customer and revenue growth and best in class customer experience Design and enable rapid solutions for growth in response to market changes and opportunities Ensure close connection between market trends, customer needs and ultimately business strategy Requirements Degree holder in a related field  Experience in a customer journey design / customer experience role Data driven and result oriented, with strong analytical skills; high level of attention to detail, including a proven ability to manage multiple and competing priorities simultaneously Proven ability to be a self-starter with energy and drive in a challenging and dynamic environment Excellent communication and inter-personal skills to engage multiple stakeholders Able to influence, manage and build relationships with multiple stakeholders Versatile team player, ready to perform duties above and beyond stated scope as requirements and role evolve Experience in a customer journey design / customer experience role Experience in Health care / medical provider industry building products or launching customer solutions Knowledge of NRC markets in Hong Kong

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