Senior Customer Experience Manager, HSBC

HSBC

Location:
Hong Kong, Kowloon City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Senior Customer Experience Manager role at HSBC's Wealth and Personal Banking Hong Kong division, focusing on delivering exceptional customer experience through AI-powered solutions and driving customer advocacy improvement.

Job Responsibility:

Deliver the holistic CX and Relations strategy
Lead to pioneer AI-powered CX and Customer Relations capabilities
Drive efficiency and quality improvements through innovative strategies and technology implementations
Drive CX model automation including customer feedback loop mechanism
Drive complaint management automation and operational transformation
Collaborate with cross-functional teams to ensure seamless integration of AI solutions
Drive Wealth and Personal Banking's strategic initiatives and CX projects
Deliver CX initiatives across key customer interfaces or channels

Requirements:

University degree or professional qualification in a relevant discipline
Demonstrated experience in leading team through CX and digital transformation projects
Profound knowledge of AI solutions applicable to CX enhancement and operational efficiency
Sound understanding of the Wealth and Personal Banking business and strategy
Extensive customer strategy experience
Excellent customer focus
Ability to drive and mobilize change while working across a multisite matrix organization
Strong planning and organizational skills
Innovative and a self-starter approach
Analytical skills
Strong verbal and written communication and presentation in Chinese and English

What we offer:

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

Additional Information:

Job Posted:
August 21, 2025

Expiration:
September 20, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Customer Experience Manager

HSBC

Location:Hong Kong, Kowloon City

Category:Customer Service

Contract Type:Not provided