Manager, Customer Experience
HSBC · Kowloon City
GCB 5
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.
Wealth and Personal Banking (WPB) Hong Kong 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. We have 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 Manager, Customer Experience.
In this role you will
Execute the holistic CX (customer experience) and Relations strategy that can drive continued improvement in CX, elevation in customer advocacy along with reduction in complaint, sustainable customer engagement and business growth
Develop and implement AI-powered CX and Customer Relations capabilities and cross-functional programs to drive change while ensuring CX and complaint management operational excellence
Facilitate efficiency and quality improvements through innovative strategies and technology implementations in CX model
Manage CX model automation including customer feedback loop mechanism to act on customer voices to drive customer advocacy improvement and complaint pre-emption
Facilitate complaint management automation and operational transformation to increase efficiency
Collaborate with cross-functional teams and prepare documentations to ensure seamless integration of AI solutions into existing CX and Relations processes in compliance with risk assessment and governance
Support Wealth and Personal Banking’s strategic initiatives and CX projects that align with the long-term vision of business and customer growth priorities
Support CX initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience
To be successful you will need
University degree or professional qualification in a relevant discipline
Demonstrated experience in implementing CX and digital transformation projects and solid knowledge of AI solutions applicable to CX enhancement and operational efficiency
Good understanding of the Wealth and Personal Banking business and strategy, with extensive customer strategy experience is a definite advantage
Excellent customer focus, with the capacity to implement and mobilize customer centric initiatives
Ability to deliver change while working across a multisite matrix organization
Strong project skills, with the ability to work on competing priorities
Innovative and embracing change to bring in desired outcomes effectively
Analytical skills offering the capacity to identify and address areas for development and improvement
Strong verbal and written communication and presentation in Chinese and English
Opening up a world of opportunity
http://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.
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