Senior Manager Customer Experience and Advocacy

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Manager Customer Experience and Advocacy

Business : Wealth & Personal Banking

Principal Responsibilities

• Design and lead the Voice of Customer (VoC) global insight and reporting across the customer lifecycle and banking touchpoints (branches, mobile apps, online banking, and call centers)
• Partner with internal stakeholders to ensure the voice of the customer informs business strategy and continuous improvement
• Act as global SME for our insight platform, Medallia, and support market teams to improve local analytical maturity
• Define, track, and report on key CX KPIs such as NPS, CSAT, Customer Effort Score, and Complaints metrics
• Build and maintain dashboards and scorecards for senior management, market and global teams
• Track impacts to the customer experience performance from the global initiatives and delivered projects
• Analyse customer transaction data, complaints, survey results, and operational metrics to identify friction points in the customer journey
• Conduct segmentation and lifetime value analysis to understand behaviours of high value segments (e.g. international or affluent banking clients)
• Leverage analytics tools to transform raw data into actionable insights
• Work closely with global and local functions to inform insight-led priorities based on insights
• Support the identification and prioritization of high-impact initiatives to enhance customer experience, advocacy, and engagement
• Support product and service development by providing customer centric recommendations for new offerings
• Support governance forums and value stream initiatives by providing insights, updates, and recommendations on CX performance
• Monitor industry benchmarks and implement best practices into our CX framework
• Recommend new data sources such as speech analytics, social listening, and mystery shopping to enrich insights.

Leadership & Teamwork

Requirements

Others

You'll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.'

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.

Skills Required

mystery shopping, speech analytics, CSAT, social listening