Job description
Manager Insights and Voice of Customer (ID: 0000LAHO)
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Role Purpose:
The Manager Insights and Voice of Customer will support the Voice of Customer and Customer Insights function in UAE to drive better business decisions and enable strategic, operational and tactical improvements. The role requires a full understanding of Net Promoter System (NPS), qualitative and quantitative consumer research methodologies, analysis techniques and market trends.
Duties & Responsibilities
• Set up the VoC platform and tool for the Group to capture feedback from store, ecommerce, social media, customer service, etc.
• Design CX KPIs and metrics to be measured across the group and set the SLAs with the Businesses
• Analyze CX KPIs (NPS, CSAT, etc.) coming from different sources/systems and the impact on CX KPIs on business and customer KPIs (CLV, Sales, etc.)
• Analyze the root causes of issues
• Support closed-loop strategy acorss our NPS surveys.
• Forecast likely improvements due to CX and customer-related initiatives
• Champion VoC measurement to drive impact and customer-centric decision making
• Own ROX measurement and be the CX data storyteller in the group, able to build and communicate “the money story” behind CX
• Support test & learn through data
• Continuously look at benchmarks of comparable businesses and best practices
• Support the feasibility (e.g. business case) of new CX initiatives by analyzing the impact on the business /customer
• Create and update CX reports and dashboards and promote the adoption within the business.
• Work on embedding voice of the customer in business decisions by preparing actionable recommendations and tracking adoption and implementation of the same by stakeholders.
• Conduct root cause analysis through the Voice of Customer and NPS programs.
• Forecast improvements due to CX and customer-related initiatives.
• Analyze CX metrics (e.g. NPS, CSAT, Ease) with business metrics to articulate the impact of enhancing CX.
• Challenge the business to improve their journeys and customer experience through data and insights.
• Support test & learn through data and research projects/ HSBC Community.
• Define and implement testing methodologies to support with product and proposition development.
• Create CX reports and dashboards and promote the adoption within the business.
• NPS Program: Effectively and closely monitoring daily responses, exclusions, inclusions and quality of data flow to the third party and handling or escalating any issues that might impact reporting.
• Proactively work with stakeholders to understand their VoC needs and requirements.
• Act as a champion of VoC across the organization.
• Coordinate with internal teams to collect data, develop and implement solutions.
• Be an ambassador for the Customer Experience team.
• Continuously look at benchmarks of comparable businesses and best practices for CX analytics and VoC tools.
• Integrate findings with other data sources, working closely with the wider Customer Experience team
• Use agile as working method to manage workload and deliver value.
• Budget management and audit trails.
• Ensure all control measures relevant to the job responsibilities are undertaken to minimize the risk exposure of the Bank.
• Manage operational risks including its identification, assessment, mitigation and controls, loss identification and reporting.
• Customer Experience governance inclusive of risk and control, audit management.
• Ensure recommendations are based on sound intelligence, insight and robust data sets.
Requirements
Experience & Qualifications:
• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit.
• Degree in marketing, business, related field or equivalent experience.
• A minimum of 3 years’ experience in insights/ Research projects management job in client or agency’s side.
• Experience in implementing CX programs.
• An understanding of the Net Promoter System and management across large organizations.
• Experience in managing/ overseeing customer panels/ communities is a plus.
• Strong knowledge of the customer service concept and its impact on customer relationships.
• Proven track record of communicating effectively within the organization and with customer groups.
• Strong analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills.
• Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organization.
• Knowledge of financial institutions/ banks products and processes is preferred.
For further details and application information please visit our careers site: 0000LAHO
We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.
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.
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Issued by The Hong Kong and Shanghai Banking Corporation Limited.