Manager CX Data and Analytics
3 days ago
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. In Wealth and Personal Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day‑to‑day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world‑class wealth management through best‑in‑class, mobile‑first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office. We are currently seeking a high calibre professional to join our team as a Manager, Customer Experience, Data and Analytics. Responsibilities Build and maintain automated customer feedback loop mechanism for Voice of Customer collection, analysis, and follow-up actions to improve responsiveness and customer advocacy Develop self‑served dashboards and reports using analytics platforms, BI and visualization tools to provide internal stakeholders with real‑time, data‑driven insights Continuously monitor CX metrics including NPS and mobilize actions at pace with various business teams to resolve customer pain points Help with implementing strategic initiatives and CX projects that align with the long‑term vision of Wealth and Personal Banking business and customer priorities Qualifications Strong data and analytical skills, with extensive experience in driving optimisation and automation initiatives a definite advantage Effective communication with internal stakeholders and proficient command of English and Chinese, both verbal and written, with good articulation of data intelligence and insights Demonstrate self‑initiation and accountability through project management Expertise in technical skills such as SAS, SQL, VBA, Unix, Qlik, R, Python, CRM and BI tools Excellent customer focus and demonstrate commitment to the highest level of service excellence Sound understanding of the Wealth and Personal Banking business and growth strategies Opening up a world of opportunity HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by The Hongkong and Shanghai Banking Corporation Limited All applications applied through our system will be delivered directly to the advertiser and personal data of the applicant will be ensured with security. #J-18808-Ljbffr
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