HSBC Group

GCB 4

Some careers shine brighter than others

If you’re looking for a role that will help you stand out at HSBC, take a look at how you can fulfil your potential.

Wealth and Personal Banking (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Customer Experience Transformation Manager.

Principal Responsibilities

• Provide subject matter expertise for the design and delivery of our CX transformation activities, including customer measurement design
• Contribute to a comprehensive strategy to modernise and standardise our voice of customer capabilities across our global markets
• Support the change management and implementation of future platforms and capabilities
• Collaborate with cross functional teams and our global markets to enable delivery
• Act as a customer advocate across our transformation work, representing the voice of the customer and working to ensure that customer needs and concerns are addressed

• The jobholder must demonstrate a strong strategic mindset in order develop and deliver scaled transformation in a global organisation
• Demonstrated management and delivery experience in the development and implementation of customer experience programs, including Net Promoter System in scaled organisations
• Experience of leading and programme managing agile delivery of complex system developments with multiple stakeholders and limited resources
• Subject matter expertise of customer net promoter system and Voice of customer methodology
• Strong analytical skills and experience using enterprise solutions to deploy Net Promoter System and Voice of Customer capabilities
• Strong results orientation and performance management success
• A broad knowledge and understanding of our WPB propositions and their connectivity with our international strategy would be desirable

When applying, please submit a full resume and attach your appraisal reports for the last two performance years. Your local internal application policy should be followed. For internal applicants in Hong Kong with less than twelve months in their current role, please also obtain and enclose the endorsement from your current line manager in the application as well; for more information, you can visit HRDirect and search for content "HKG: Do I need any approval to look for internal career opportunities?".

You’ll achieve more at HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

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.