Senior Manager, Customer Experience and Proposition Development
7 days ago
Transforming the Customer Journey
At HSBC Life, we are dedicated to delivering exceptional customer experiences that exceed expectations. As a Senior Manager, Customer Experience and Proposition Development, you will play a pivotal role in shaping the future of our business by designing and implementing innovative solutions that meet the evolving needs of our customers.
About the Role:
- You will work closely with cross-functional teams to develop and implement customer-centric strategies that drive business growth and enhance customer satisfaction.
- Develop and maintain deep understanding of customer journeys, pain points, and preferences to inform product development and proposition design.
- Foster a culture of customer obsession within the organization, ensuring that customer needs are at the forefront of every decision-making process.
- Collaborate with stakeholders to identify market trends, customer needs, and business opportunities, and develop strategic plans to address them.
- Lead the design and implementation of customer experience projects, including workshops, testing, and research initiatives.
- Work with data analytics teams to interpret customer insights and develop actionable recommendations to improve customer experience.
- Develop and maintain relationships with key stakeholders, including business leaders, product owners, and technical teams.
- Stay up-to-date with industry trends, best practices, and emerging technologies to ensure that HSBC Life remains at the forefront of customer experience innovation.
Requirements:
- Degree holder in a related field (e.g., business, marketing, psychology, human-computer interaction).
- Proven experience in customer journey design, customer experience management, or a related field.
- Strong analytical skills, with ability to collect, analyze, and interpret complex customer data.
- Excellent communication and interpersonal skills, with ability to influence and collaborate with diverse stakeholders.
- Able to work independently and as part of a team, with high energy and drive in a dynamic environment.
- Experience in healthcare or medical provider industries is highly desirable.
Salary Range:$120,000 - $180,000 per annum, depending on experience and qualifications.
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