Job description

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.

In Wealth and Personal Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking a high calibre professional to join our team as a Manager, Customer Experience & Relations.

Principal Responsibilities

In this role you will

  • Critically review customer journeys to ensure customer centricity, such as digital enhancements, PayMe journeys, or hybrid journeys at branch and call centre etc
  • Derive actionable insights from NPS surveys, customer voices and complaints trend
  • Mobilise and drive journey and channel owners to act on customer pain points
  • Formulate and implement strategic initiatives to uplift customer experience
Requirements

To be successful you will need

  • University degree
  • Experience in elevating customer experience is an advantage
  • Strong business sense and sound understanding of the local, Mainland and international retail customer needs
  • Excellent stakeholder management and organisational skills
  • Ability to identify areas for improvement in customer journeys and experiences
  • Proficient command of English and Chinese with good articulation of insights

Opening up a world of opportunity
http://www.hsbc.com/careers

HSBC is 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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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