Customer Experience Manager

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time
Unlock Your Potential with HSBC

Are you a customer-centric professional looking to make a meaningful impact in the financial industry? Do you have a passion for delivering exceptional customer experiences and driving business growth? If so, we invite you to explore this exciting opportunity with HSBC's Wealth and Personal Banking team.

Key Responsibilities:
  • Contribute to driving Net Promoter Score (NPS) growth by identifying and addressing areas for improvement in customer journeys and experiences.
  • Assist in developing and implementing customer feedback loops to inform business decisions and drive strategic initiatives.
  • Govern key service standards and measures to ensure effective customer journey launches and long-term structural improvements.
  • Collaborate with stakeholders to drive strategic initiatives and customer experience projects that align with the business's long-term vision and customer growth priorities.
  • Oversight of NPS Service Vision and key person to deliver Customer Experience initiatives across main customer interfaces or channels to ensure quality, consistent, and sustainable customer experience.
Requirements:
  • University degree
  • Excellent project management and analytical skills to identify and address areas for development and improvement in customer journeys and experiences
  • Sound understanding of the Wealth and Personal Banking business and strategy, with extensive project management experience a definite advantage
  • Excellent customer focus, with the capacity to answer customer needs and demonstrate commitment to providing the highest levels of service
  • Ability to deliver and mobilize change while working with stakeholders across the organization
  • Strong planning and organizational skills, with the ability to balance a range of competing priorities
  • Proficient command of English and Chinese with good articulation of insights
  • Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects

At HSBC, we're 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.

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