Customer Experience Transformation Manager

Description:

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking is our global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

We are currently seeking an experienced Customer Experience (CX) professional to join this team in the role to help transform our Voice of Customer (VOC) capability. HSBC’s Net Promoter System (NPS) is instrumental to achieving our CX ambitions and this role will be instrumental in delivering against this agenda.

In this role, you will become a crucial part of the global SME for our VOC capability and help architect the strategy, design and delivery of a large scale global transformation programme. This is fundamental in enabling a consistent approach, quality and robustness across all markets within Wealth & Personal Banking (WPB).

In this role, you will:
 

• Drive the global design and embedding of Net Promoter System and provide research subject matter expertise across the global CX community.
• Be responsible for instilling a unified set of metrics of customer relationship globally and democratizing data to drive data-led customer-centric decisions.
• Modernise our voice of customer capabilities, maintaining and evolving them such to inform decisions consistently across teams and business units in a proactive way working together with Customer, Marketing and Data teams.
• Develop and implement training programs and resources to ensure that all team members are knowledgeable about the NPS program and understand how to use customer feedback to improve the customer experience.
• Act as a customer advocate within the organization, representing the voice of the customer and working to ensure that customer needs and concerns are addressed.
   

Requirements

To be successful in this role you should meet the following requirements:
 

• A strong strategic mindset in order develop and deliver strategic, digitally led customer experience solutions that drive the business for renewed growth.
• Demonstrated leadership experience in the development and implementation of customer experience programs, such as Medallia, qualtrics or surveymonkey, including Net Promoter System in scaled organisations - essential
• Experience of leading agile delivery of complex system developments with multiple stakeholders and limited resources - essential
• Subject matter expertise of customer net promoter system and Voice of customer methodology - essential
• Strong analytical skills and experience using enterprise solutions to deploy Net Promoter System and Voice of Customer capabilities.
• Strong results orientation and performance management success.
• Experience of managing non-reporting large complex cross functional teams to deliver projects and programmes
• A broad knowledge and understanding of our WPB propositions and their connectivity with our international strategy would be desirable.