Some careers have more impact than others. If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience. We are currently seeking a high calibre professional to join our team as a Manager, Customer Experience and Relations. Principal Responsibilities With Customer Centricity being one of the AMH WPB strategic priorities (i.e. "C" in "ABCD"), this role contributes to driving the holistic customer experience and relations strategy which underpins managing down complaints, 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 customer experience model to drive customer advocacy using the data with width of NPS and depth of complaints and other customer/business metrics, with automation, innovation and scalability. Support to deliver key metrics reporting and data-led analysis with latest technology to articulate what matters most to customers and provide steer to mobilize customer centric improvements that impact to the bank’s macro customer advocacy metric. Contribute to or implement Wealth and Personal Banking’s strategic initiatives and customer experience projects that align with the long term vision of business and customer growth priorities. Deliver global Customer Experience initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience.
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