Customer Experience Manager - Retail Banking and Wealth Management

Job description

Some careers grow faster than others.
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.
 
Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
 
We are currently seeking a high caliber professional to join our team as Customer Experience Manager.
 
Principal responsibilities
Understand and support both short
- and medium
- term Customer Experience strategies to deliver the compelling and yet uniquely HSBC customer experience in support of sustainable business objectives
Plan and implement Customer Experience reinforcement initiatives across channels to support the customer-centric culture of Retail Banking and Wealth Management
Govern Customer Experience service audit and support customer interface improvement discussions with other business and functional teams
Support external customer engagement initiatives to externalize Retail Banking and Wealth Management service excellence

Desired profile

Requirements
Knowledge of the Retail Banking and Wealth Management business with experience in service quality delivery, customer management and strategy formulation
High degree of personal drive and resilience
A good team player with positive attitude and interpersonal skills
Excellent problem-solving and creative
- and analytical-thinking skills
Good hands-on computer skills, including proficiency with Microsoft Office applications
Excellent verbal and written Chinese and English communication and presentation is essential
You’ll achieve more when you join HSBC.
 
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.