Job description
Customer Experience Communications Manager (ID: 0000LAL9)
\Some careers have more impact than others.
If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.
We are seeking a proactive and enthusiastic Customer Experience Communications Manager. This position is ideal for someone passionate about enhancing customer and colleague interactions. The Customer Experience Communications Manager role will help to shape how we engage with our colleagues and customers, driving towards a customer centric culture. Your work will directly influence customer satisfaction, retention, and advocacy by ensuring that our communications are customer-centric, clear and provides value.
This role extends to new product launches, digital journeys, internal campaigns for ourensuring colleagues so they can talk confidently about the new product / service. This role will be key to communicating to colleagues and re-in forcing our customer centric culture
Duties & Responsibilities:
• Enhancing Customer Trust & Confidence: Develop comms that reinforce reliability and credibility in HSBC through the progress on CX.
• Collaborate with cross-functional teams to ensure consistent messaging across all customer touchpoints, including digital platforms, branches, and customer service centers.
• Develop content for internal and external CX communications, including newsletters, social media posts, video content etc
• Track and analyze communication performance metrics (open rates, click-through rates, NPS, etc.),
• Equip employees with clear, structured messaging guidelines for consistent customer interactions
• Develop Thought Leadership to reinforce our commitment to customer experience excellence.
• Optimizing Customer Journeys: Shape messaging that clarifies complex financial processes, guiding customers through transactions, onboarding, and service enhancements.
• Driving Customer Engagement & Loyalty: Proactive CX communication that supports retention and long-term relationships.
• Support business Growth: Align CX communications with business objectives to maximise service Impact and brand reputation.
• Tracking & Measuring Impact: Assess customer and employee sentiment, engagement rates, and CX-related KPIs to continuously improve communication effectiveness.
• Processes & Journeys: Develop clear, accessible messaging that simplifies complex financial services for customers.
• Strengthen Digital & Branch Interactions: Ensure seamless messaging across digital banking, email, web, and in-person interactions.
• Enhance Customer Engagement: Guide customers through financial offerings, digital platforms, and CX initiatives with clear communication.
• Proactive Service Updates: Craft messaging strategies to keep customers informed about financial product changes, system updates, and service enhancements.
• CX Messaging for Internal Teams: Create communication strategies that ensure employees across all departments understand and champion customer experience initiatives.
• Engagement & Culture Building: Develop internal campaigns that reinforce a customer-first mindset, ensuring all teams feel empowered to support CX.
• Training & Knowledge Sharing: Equip employees with clear, structured messaging guidelines for consistent customer interactions.
• Change Management Communication: Support internal messaging during major process updates, ensuring smooth transitions for both employees and customers.
• Cross-Team Alignment: Strengthen collaboration between CX, marketing, product teams, and service operations to maintain messaging consistency.
• Stakeholder Collaboration: Work with leadership teams to align internal and external messaging strategies.
• Drive Internal Thought Leadership Build internal engagement campaigns to reinforce the company’s commitment to customer experience excellence.
• Crisis & Change Communications: Support messaging strategies during financial service updates, system enhancements, and major CX initiatives.
• Internal Employee Communications: Ensure CX messaging is well-integrated into employee training, onboarding, and engagement programs.
• Supporting Employee Experience Alignment: Ensure internal communications reflect the same CX principles applied to external customers.
• Feedback Loops for Continuous Improvement: Leverage employee insights to refine communication strategies for both internal and external audiences.
• Manage operational risks including its identification, assessment, mitigation and controls, loss identification and reporting
..
Requirements
Experience & Qualifications:
• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit.
• Need to add Qualifications
• Minimum of a bachelor’s degree in marketing, business, related field or equivalent.
• A minimum of 3 years’ experience in relevant field such as Customer Experience, Communications, HR or marketing in client or agency side.
• Experience implementing and understanding customer journeys and digital experience
• Strong knowledge of the customer service concept and its impact on customer relationships.
• Proven track record of communicating effectively within the organization and with customer groups.
• Strong analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills.
• Ability to work in a team-oriented environment and effectively influence and communicate across various business lines at different levels within the organization.
• Knowledge of financial institutions/ banks products and processes is preferred.
For further details and application information please visit our careers site.
We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.
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 Hong Kong and Shanghai Banking Corporation Limited.