Senior Director of Customer Relations Expert

2 months ago


Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

Unlock Your Potential in a Dynamic Career

At HSBC, we're committed to delivering exceptional customer experiences that drive business growth and customer loyalty. We're seeking a high-calibre professional to join our team as a Senior Director of Customer Relations.

Key Responsibilities

  • Develop and implement a holistic customer experience strategy that drives sustainable customer engagement, recommendation, and business growth.
  • Lead the Listen, Act, and Recover pillar in the Customer Experience Model to recover service issues, build NPS x complaint insights, and actions with scale, speed, and depth.
  • Mobilize prioritized customer journeys' enhancements to pre-empt complaints and deepen ownership with stakeholders and journey owners to drive best-in-class customer experience across the business.
  • Drive strategic initiatives and CX projects that align with the long-term vision of business and customer growth priorities.
  • Deliver global Customer Experience initiatives across key customer interfaces or channels to ensure quality, consistent, and sustainable customer experience.

Requirements

  • University degree or professional qualification in a relevant discipline.
  • Sound understanding of the Wealth and Personal Banking business and strategy, with extensive customer strategy experience.
  • Excellent customer focus, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of service.
  • Ability to drive and mobilize change while working across a multisite matrix organization.
  • Strong planning and organizational skills, with the ability to balance a range of competing priorities.
  • Innovative and self-starter approach, with the ability to act on own initiative and exercise creativity in problem-solving while coordinating a wide variety of solutions and projects.
  • Analytical skills offering the capacity to identify and address areas for development and improvement.


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