Manager, Customer Experience, Data and Analytics, HSBC

Manager, Customer Experience, Data and Analytics

HSBC

Location:
Hong Kong, Kowloon City

Category:
Banking

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

HSBC is seeking a Manager, Customer Experience, Data and Analytics to lead initiatives in the Wealth and Personal Banking division. The role involves managing automated customer feedback mechanisms, monitoring CX metrics, implementing strategic projects, and more.

Job Responsibility:

Build and maintain automated customer feedback loop mechanism for Voice of Customer collection, analysis, and follow-up actions to improve responsiveness and customer advocacy
Develop self-served dashboards and reports using analytics platforms, BI and visualization tools to provide internal stakeholders with real-time, data-driven insights
Continuously monitor CX metrics including NPS and mobilize actions at pace with various business teams to resolve customer pain points
Help with implementing strategic initiatives and CX projects that align with the long-term vision of Wealth and Personal Banking business and customer priorities

Requirements:

Strong data and analytical skills, with extensive experience in driving optimization and automation initiatives a definite advantage
Effective communication with internal stakeholders and proficient command of English and Chinese, both verbal and written, with good articulation of data intelligence and insights
Demonstrate self-initiation and accountability through project management
Expertise in technical skills such as SAS, SQL, VBA, Unix, Qlik, R, Python, CRM and BI tools
Excellent customer focus and demonstrate commitment to the highest level of service excellence
Sound understanding of the Wealth and Personal Banking business and growth strategies

What we offer:

Flexible working
Inclusive and diverse environment
Continuous professional development
Opportunities to grow

Additional Information:

Job Posted:
October 11, 2025

Expiration:
October 15, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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