Manager, Customer Experience & Relations, HSBC

Manager, Customer Experience & Relations

HSBC

Location:
Hong Kong, Kowloon City

Category:
Banking

Contract Type:
Employment contract

Salary:

Not provided

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Job offer has expired

Job Description:

In Wealth and Personal Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our 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 deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people.

Job Responsibility:

Review end-to-end customer journeys from customer lens, including but not limited to digital enhancements, PayMe journeys, hybrid journeys at branch and call center
Analyse and derive insights from NPS surveys (arising from Branch, RM, Voice, Conversational Chats and Digital interactions), customer voice and complaints trend to identify pain points and actions
Mobilise journey and channel owners for enhancements to improve customer experience
Implement strategic initiatives that align with the long-term vision of business and customer growth priorities

Requirements:

University degree
Strong business sense and sound understanding of the Wealth and Personal Banking business and strategy
Excellent project management and analytical skills to identify areas for improvement in customer journeys and experiences
Ability to deliver and mobilize change while working with stakeholders across the organization
Strong planning and organizational skills
Proficient command of English and Chinese with good articulation of insights

What we offer:

Flexible working
Opportunities to grow within an inclusive and diverse environment
Continuous professional development

Additional Information:

Job Posted:
May 16, 2025

Expiration:
May 31, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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