Director of Customer Experience

4 weeks ago


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

Unlock Your Potential in a Career that Matters

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 to lead our customer experience strategy and drive sustainable customer engagement.

Key Responsibilities

  • Develop and execute a customer-centric strategy that drives customer advocacy and business growth
  • Lead the Listen, Act, and Recover pillar to recover service issues, build NPS, and drive customer satisfaction
  • Mobilize customer journey enhancements to pre-empt complaints and deepen ownership with stakeholders
  • Drive strategic initiatives and CX projects that align with business growth priorities
  • Deliver global Customer Experience initiatives across key customer interfaces to ensure quality and consistency

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 competing priorities
  • Innovative and self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving


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