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Customer Journey Design and Culture Manager

https://www.hsbc.com Logo

HSBC

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Location:
United Arab Emirates, Dubai

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Category:
Banking

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Contract Type:
Employment contract

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Salary:

Not provided

Job Description:

HSBC International Wealth and Premier Banking (IWPB) are our new global business combining Retail Banking and Wealth Management. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world. The position supports the Bank’s strategic imperative to make HSBC one of the world’s leading brands for Customer Experience and ensures the distinct HSBC Customer Experience at critical touch points.

Job Responsibility:

  • Focus on ensuring the continuous and consistent delivery of excellent Customer Service within the WPB business
  • Collaborate with stakeholders internally & externally to ensure the portfolio is reported accurately and with an insight to initiate improvements to customer experience
  • Deliver process and customer journey improvements through E2E journey mapping
  • Map as-is and future state journeys
  • Develop an expert knowledge of customer base, market and competitor trends in order to influence or adjust strategic direction
  • Work to deliver key initiatives aligned to CX strategy
  • Champion the voice of the customer in all scenarios using insightful analysis of customer experience and influencing the Country’s strategic direction as a result
  • Work in live labs to deliver improved experiences for customers and colleagues
  • Support employee engagement through training, equipment & empowerment
  • Review, dissect and rectify issues arising from multiple sources including complaints, Customer, Colleague and /or regulatory requirement that may impact customer satisfaction and bank reputation, and translate them into effective programme and journey enhancement initiatives
  • Work with external providers to identify best practice across industries and organizations
  • Create the right recognition structure for frontline staff
  • Support with training for frontline staff to manage customer experience and drive excellence and satisfaction
  • Ensure all control measures relevant to the job responsibilities are undertaken to minimize the risk exposure of the Bank
  • Manage operational risks including its identification, assessment, mitigation and controls, loss identification and reporting
  • Customer Experience governance inclusive of risk and control, audit management.

Requirements:

  • Strong knowledge of the customer service concept and its impact on customer relationships
  • Proven track record of communicating effectively within the organization including senior management and with customer groups
  • Strong managerial, analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills
  • Knowledge of the organization and its products, processes and pertinent regulations affecting their delivery
  • Graduation degree is required– to secure a UAE Visa and Work Permit.
What we offer:
  • Continuous professional development
  • Flexible working
  • Opportunities to grow within an inclusive and diverse environment.

Additional Information:

Job Posted:
May 01, 2025

Expiration:
May 06, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
Job Link Share:
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