Senior Director of Customer Relations Expert
2 months ago
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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