Customer Experience Transformation Lead - 12 Month Fixed Term Contract

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 currently seeking an experienced Customer Experience Leader to join this team in the role of CX Transformation Lead. HSBC is undertaking a significant transformation in our Customer Experience and Voice of Customer programmes and this role will be key to driving overall success.

The role holder will provide operational leadership and management of our transformation activity and use their subject matter expertise to inform the design and delivery of activity. This is instrumental to ensure that we deliver a customer centric transformation across our global markets that is advanced, aligned to business goals and completed at pace.

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:

• Develop and carry out a comprehensive strategy for our CX transformation activities
• Lead the change management activity to modernise and standardise our voice of customer capabilities across our global markets
• Collaborate with cross functional teams and our global markets to acquire input and orchestrate delivery
• Manage the overall programme plan, resource alignment and governance model including risk management to ensure we deliver on time in a controlled manner
• Provide subject matter expertise on CX Transformations to shape the strategy and approach for delivery

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

• Demonstrate a strong strategic mind-set in order develop and deliver scaled transformation in a global organisation
• Proven leadership experience in the development and implementation of customer experience programs, including Net Promoter System in scaled organisations - essential
• Experience of leading and programme managing agile delivery of complex system developments with multiple stakeholders and limited resources - essential
• Strong analytical approach and experience in using enterprise solutions to deploy Net Promoter System and Voice of Customer capabilities
• Line management experience or experience of supervising teams while managing non-reporting large complex cross functional teams simultaneously - essential

This is a Hybrid role based in London.

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