Job description
Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.
This team leads the implementation of the Group’s people strategy in line with our business objectives. It facilitates talent management, succession planning, and employee mobility while defining and overseeing frameworks that support employee performance management, reward, learning and development, resourcing and engagement.
We are currently seeking a high calibre professional to join our team as Employee Experience Lead.
Role Purpose
Support the business in a simple, customer focused way. The Employee Experience Lead role is a highly strategic role, responsible for developing and implementing strategies to improve our candidate experience across service, platforms and communications/content. This role focuses on creating positive, consistent, and meaningful interactions that enhance satisfaction, loyalty, and business growth. This role will architect the candidate lifecycle and will drive a vision, moving us from current state to future state – defining a roadmap of work which a wider team will support in delivering.
Principal Accountabilities
Accountable for the voice of the customer. Collecting and analyzing feedback from surveys, interviews, reviews, and other channels to understand candidate needs, preferences, and challenges. Use these insights to model business impact, create value, and build business cases for areas requiring additional focus and investment.
Responsible for candidate experience strategy development: Defining and leading the candidate experience strategy, aligning it with the company’s mission, values, and goals. Establish an ideal candidate experience state, objectives, KPIs, and a clear implementation roadmap.
Accountable for Candidate Journey Mapping: Partnering with the insights and research team to create comprehensive journey maps that visualize the candidate’s end-to-end experience, identifying key pain points and opportunities for improvement.
Accountable data analysis and modeling: Leveraging candidate data and analytics tools to measure performance, identify trends, and drive continuous improvement through a test-and-learn approach.
Responsible for driving cross-functional collaboration: Working closely with teams across marketing, platform development, and recruitment services to ensure a cohesive, candidate-centric approach.
Accountable for process improvement: driving innovation and process enhancements to elevate the candidate experience, focusing on impactful moments that matter most.
Responsible for strategic communication: Providing clear strategic direction to internal and external stakeholders, leading transformation initiatives and prioritizing roadmap and workflow execution.
Accountable for driving change management: Acting as a change agent by engaging cross-functional stakeholders, overcoming legacy system and process barriers, and advocating for adoption of improvements.
Responsible for facilitating recruiter training: Designing training program runway to align recruiters with the organization’s candidate experience goals, ensuring they are equipped to deliver exceptional, consistent service.
Requisitos
Critical Skills, Knowledge & Experience / Qualifications
Leadership and Management: Strong leadership skills to effectively manage cross-functional teams and drive impactful initiatives across the organization.
Communication: Exceptional verbal and written communication skills to articulate the importance of the candidate experience and inspire organization-wide change.
Analytical Skills: Expertise in data analysis to extract actionable insights from candidate data, measure the impact of initiatives, and inform data-driven decisions.
Strategic Thinking: A strategic mindset to design and execute experience strategies that align seamlessly with organizational objectives.
Candidate-Centric Mindset: Deep understanding of candidate needs and expectations to craft strategies that resonate and deliver meaningful impact.
Project Management: Strong project management skills to execute initiatives with precision and excellence.
Relationship Management: Proven ability to build and sustain relationships, influencing stakeholders at all levels, including executives.
Adaptability: Agility to navigate both online and offline experience touchpoints, solving complex challenges quickly and effectively to deliver solutions.
Opening up a world of opportunity
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.