HSBC Group

Head of Customer Experience

Role purpose

Responsible for designing, implementing and optimizing the company's overall customer experience (CX) strategy. This position is essential to ensure that all customer interactions are positive, memorable, with a first contact resolution and aligned with business objectives including the design, implementation and managing the company's overall customer relationship management (CRM) strategy. This position is key to optimizing interactions with customers throughout their entire life cycle, from acquisition to loyalty.

The Head of Customer Experience (HoCE) is responsible for leading and managing all customer experience (CX) initiatives within the organization. The primary objective is to ensure that the company delivers exceptional customer experiences across all touchpoints, driving customer satisfaction, loyalty, and overall business success.

Principal Accountabilities and Responsibilities

•  Develop and execute the CX strategy: Establish a clear and comprehensive vision for the customer experience that guides the organization’s strategic and operational decisions.

• Oversee the implementation of CX initiatives: Lead the implementation of programs and projects designed to improve the customer experience, such as customer service initiatives, customer relationship management (CRM), and loyalty programs.

• Analyze and measure customer satisfaction: Gather and analyze data on customer satisfaction through surveys, performance metrics, and other methods. Use this data to identify areas for improvement and make data-driven decisions.

• Optimize CX processes and channels: Identify and eliminate bottlenecks and friction points in CX processes setting a First Contact Resolution for increase the customer satisfaction. Ensure that customer communication channels are efficient and effective.

• Foster a customer-centric culture: Create an organizational culture that prioritizes customer satisfaction at all levels of the company. Train and motivate employees to adopt a customer-centric mindset.

• Collaborate with other departments: Work closely with other functional departments, such as marketing, sales, operations, and technology, to ensure a consistent and high-quality customer experience.

• Stay up-to-date on CX trends: Keep abreast of trends and best practices in the customer experience field to ensure the organization remains competitive

Essential Skills and Competencies:

• Leadership: Ability to lead and motivate teams, set a clear vision, and foster a customer-centric culture.

• Analytical skills: Ability to analyze data, identify trends, and make data-driven decisions.

• Communication skills: Excellent verbal and written communication skills to effectively communicate with customers, employees, and company leaders.

• Empathy: Ability to understand the needs and perspectives of customers and act accordingly.

• Customer orientation: Commitment to delivering exceptional customer experiences and continuously improving customer satisfaction.

• CX knowledge: Knowledge of customer experience best practices and methodologies.

• Project management experience: Ability to effectively and efficiently manage CX projects.

En HSBC esperamos que nuestra gente se trate con dignidad y respeto, creando una cultura incluyente que promueva igualdad de oportunidades.

Nuestros valores definen quiénes somos como organización y lo que nos distingue, valoramos la diferencia, avanzamos juntos, nos hacemos responsables de nuestras acciones, usamos el buen juicio, hacemos lo correcto y hacemos que las cosas sucedan.

En HSBC nos encontramos orientados a garantizar la igualdad de género y capacitación constante hacia nuestros empleados, así como a la protección de sus derechos laborarles y sociales.

“En HSBC ofrecemos a nuestros colegas un mayor número de días para que puedan disfrutar al máximo su boda, cuidar al nuevo integrante de la familia, o vivir el duelo por la pérdida de algún familiar.

Nuestro paquete de permisos con goce de sueldo está a la vanguardia en México.  

Ahora tienes una razón más para ser HSBC y vivir con orgullo una cultura de bienestar integral, balance y auto cuidado”