Manager Customer Experience & Relations, HSBC

HSBC

Location:

Hong Kong, Kowloon City

Category:

Banking

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

The Manager Customer Experience & Relations at HSBC plays a pivotal role in driving NPS (Net Promoter Score), supporting customer journey enhancements, and delivering strategic Customer Experience initiatives to ensure superior, consistent, and sustainable engagement across channels. The role focuses on improving customer advocacy, delivering project management excellence, and aligning with HSBC's Wealth and Personal Banking growth strategy.

Job Responsibility:

Contribute to driving NPS which underpins maximizing customer advocacy, sustainable customer engagement, recommendation and business growth
Assist to drive a customer feedback loop mechanism by acting on customer voices, lobby prioritized customer journeys enhancements, leveraging on the NPS Eco-System to drive customer advocacy
Govern key service standards and measures (NPS survey results) to mobilize effective customer journey launches, short-term fixes and long term structural improvements
Contribute to drive strategic initiatives and customer experience projects that align with the long term vision of business and customer growth priorities
Oversight of NPS SVS and key person to deliver Customer Experience initiatives across main customer interfaces or channels to ensure quality, consistent and sustainable customer experience

Requirements:

University degree
Excellent project management and analytical skills to identify and address areas for development and improvement in customer journeys and experiences
Sound understanding of the Wealth and Personal Banking business and strategy, with extensive project management experience a definite advantage
Excellent customer focus, with the capacity to answer customer needs and demonstrate commitment to providing the highest levels of service
Ability to deliver and mobilize change while working with stakeholders across the organization
Strong planning and organizational skills, with the ability to balance a range of competing priorities
Proficient command of English and Chinese with good articulation of insights
Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects

Nice to have:

Extensive project management experience
Strong planning and organizational skills
Innovative and a self-starter approach

What we offer:

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

Additional Information:

Job Posted:

March 21, 2025

Expiration:

April 04, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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