Customer Experience Manager

Some careers shine brighter than others. 

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

We are seeking to build a team of talented and driven managers, who are motivated to use their skills and flexibility to contribute to and collaborate across Customer & International on the priority activities and initiatives.  With a primary focus on supporting the management and development of our key propositions in the UK, the role holder is required to support and manage initiatives that contribute to our propositions achieving maximum impact in terms of delivering for our customers, our revenue, and our strategy.  The role holder will work with Customer Journey owners and Product teams to ensure best outcome for our customers.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Engage WPB and create momentum behind NPS as the key strategic priority, embedding NPS as the way of working, clearly articulating the link between improvements in Customer Experience and NPS and guiding the delivery of NPS related activity
• Bring together internal and external insights that provide a comprehensive understanding of customer needs and trends, as well as competitor offerings
• Determine root cause of dissatisfaction through effective use of complaints data, Closed Loop Feedback, Customer in the Room, Voice of Colleague, and external market insight
• Support cultural initiatives with the objective of improving customer centricity across WPB
• Promote the organisation’s values in a transparent manner, acting as a role model to deliver agreed Customer Experience Team priorities aligned to these values
• Communicate strategy and execution of Delivery Plans across WPB, including senior management. 
• Leading teams within Customer Experience and virtually, through either Scrum based principles or wider collaborative working groups to enhance Customer Experience across WPB

To be successful in this role you should meet the following requirements:

• Experience working in relevant environment/s, with knowledge and experience of Every Day Banking and/or Wealth and Insurance/Protection products and journeys (desirable but not essential)

• Some experience within a customer focused, digital propositions environment

• A successful track record of leading, delivering or managing a number of projects and/or programmes, utilising appropriate techniques and tools to ensure successful design and delivery.

• Be capable of managing and leading interactions with a large, globally diverse group of individuals at varying levels, as well as the skills and confidence to direct large numbers of non-reporting teams with influence to deliver strategy.

• Ability to influence and problem solve at all levels of an organization, with the ability to establish and maintain excellent relationships and credibility

• Experience of managing delivery in a matrix environment, where team consists of colleagues who do not work in your line of business

• Understanding of customer needs and experience of translating this insight into compelling strategies

• Great written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations

The position can be performed on a hybrid working basis and is available in Birmingham.

Opening up a world of opportunity

 Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone -  no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500