HSBC Group

Business: Chief Commercial Office

Open positions:1

Role Title: Senior Manager Customer Experience and Advocacy GSC’s

Global Career Band: 4

Location (Country / City ): India-Bangalore/Kolkata

Recruiter Name : Lizy Binu VARUGHESE

The Opportunity:

• At HSBC, delivering exceptional experiences is at the heart of everything we do.

• We are seeking an experienced Customer Experience Manager with analytical mindset to lead our efforts in understanding customer experience performance and needs across branches, contact centres, and digital channels. You will analyse and interpret customer feedback, transactional data, and behavioural insights to drive service excellence, loyalty, and growth.

• This role requires someone who is both data savvy and customer obsessed, with a good understanding of the banking sector’s regulatory environment, products (loans, deposits, cards, wealth management), and customer journeys.

What you’ll do:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Design and lead the Voice of Customer (VoC) global insight and reporting across the customer lifecycle and banking touchpoints (branches, mobile apps, online banking, and call centers)

• Partner with internal stakeholders to ensure the voice of the customer informs business strategy and continuous improvement

• Act as global SME for our insight platform, Medallia, and support market teams to improve local analytical maturity

• Define, track, and report on key CX KPIs such as NPS, CSAT, Customer Effort Score, and Complaints metrics

• Build and maintain dashboards and scorecards for senior management, market and global teams

• Track impacts to the customer experience performance from the global initiatives and delivered projects

• Analyse customer transaction data, complaints, survey results, and operational metrics to identify friction points in the customer journey

• Conduct segmentation and lifetime value analysis to understand behaviours of high value segments (e.g. international or affluent banking clients)

• Leverage analytics tools to transform raw data into actionable insights

• Work closely with global and local functions to inform insight-led priorities based on insights

• Support the identification and prioritization of high-impact initiatives to enhance customer experience, advocacy, and engagement

• Support product and service development by providing customer centric recommendations for new offerings

• Support governance forums and value stream initiatives by providing insights, updates, and recommendations on CX performance

• Monitor industry benchmarks and implement best practices into our CX framework

• Recommend new data sources such as speech analytics, social listening, and mystery shopping to enrich insights.

Leadership & Teamwork 

• Strategic thinker with hands on analytical ability

• Experience in global functions and working with complex stakeholders

• Foster a collaborative work environment and promote knowledge sharing.

• Work with key stakeholders across Global, regional and market teams for the betterment of the business and clients.

• Cultivate an engaging working environment and demonstrate the culture of personal development and Diversity and Inclusion.

What you will need to succeed in the role:

Functional Knowledge

• Extensive experience with Medallia platform is highly desirable

• Proven experience working with NPS or similar customer feedback systems

• Strong analytical skills with experience in turning data into actionable insights.

• Strong stakeholder management, communication, and influencing skills across all levels.

• Familiarity with agile ways of working and CX governance frameworks

• Strong knowledge of premier and wealth management products and services.

• Experience of working across Group, Region and Market teams is essential

• Capacity to process high volumes of complex information and synthesize key themes and issues

• Exceptional skills in storytelling and visualization (eg. Ppt), ability to develop clear and succinct presentations and reports for senior management and governance forums

Others

• Strong leadership / interpersonal skills

• Understands how to navigate the matrix and drive integration opportunities

• Strong understanding and experience in positively driving culture

• Familiarity with culture, supervision and conduct frameworks

• Strong interpersonal and communication skills with capacity to work with and influence senior teams with the ability to interact at all levels of the organization

• Strong numerical and analytical skills

• Ability to work independently, multi-task, filter information and prioritize multiple demands

• Effective action planning/ project management

Link to Candidate User Guide:

https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard

You’ll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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