HSBC Group

If you are a UK or CIIOM based employee, please apply using the following link which will take you to our new Recruitment System: https://performancemanager.successfactors.eu/sf/jobreqpvt?jobId=8136&company=hsbcholdin&st=109B6B4566573C6E343D91103BB119E0FDAA366A 

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.   

The Customer Acceleration team sits within the Commercial Bank’s Customer Team and is focused on understanding the key drivers of poor customer experience and working with segments and product partners to drive improvements to our end-to-end servicing model.

We are looking for a dynamic and customer focused person to join our team in the role of Customer Acceleration Manager. You will play a critical role in ensuring a consistent and coordinated approach in obtaining feedback from customers, with the purpose of understanding the key drivers of negative sentiment to identify improvement opportunities which will have the biggest impact on customer experience across UK Commercial Bank.

A move across the business allows you to continue to access tailored professional development opportunities and our fantastic benefits packages. 

Your primary responsibilities will be (but not limited to):

•    Customer Pain Point Identification: Review and analyse insights on Voice of Customer (VoC) and customer journeys to identify trends and opportunities to drive customer experience improvements.
•    Voice of Customer (VoC) Framework Ownership: 
o    End-to-end ownership of the VoC insight framework, ensuring we are gathering the right insights at the right time.
o    Ongoing survey maintenance and management including commissioning and decommissioning surveys.
o    Ensure survey data is accurate, and volumes are representative 
•    VoC Governance: Ownership of a VoC operational working group which has oversight of the survey data
•    Visualisation Tools: UK owner of ‘Qualtrics Customer Experience Suite’ insight visualisation tool including ownership of projects focused on delivery new tools or improvements to existing tools.
•    Drive Customer Experience Improvements: Delivery of customer experience improvement projects which will have a positive impact on NPS. Including working with pan CMB teams to ensure desired outcomes are achieved.
 

To be successful in this role you should have:

•    Strong ability to analyse complex datasets and identify meaningful patterns and connections
•    Strong knowledge in Excel analytics
•    Excellent written and verbal communication skills with the ability to share and present complex information in a clear, concise and accurate way
•    Experience in leading projects
•    Business management skills and experience
•    Experience of managing and engaging with senior stakeholders

This is a hybrid role based in Birmingham; however, we will consider applicants from around the UK.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500

You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).