Customer Experience and Centricity Manager - HSBC Insurance


Technical Skills

  • Customer Service
  • Marketing
  • Mobile Banking
  • Risk Management
  • Sales
  • Wealth Management

Job Description

Customer Experience and Centricity Manager - HSBC Insurance

Location: Asia Pacific-Hong Kong-Kowloon-Tai Kok Tsui

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.
HSBC Insurance provides a comprehensive range of life products and services to suit the every possible need of our personal, commercial, corporate, institutional and private banking customers. As a leader in new life insurance business and Hong Kong’s largest administrator of retirement schemes, the business serves this diverse client portfolio from its management offices in Hong Kong and through a wide network of banking, consumer finance and insurance subsidiaries throughout the Asia-Pacific region.
We are currently seeking a high caliber professional to join our team as Customer Experience and Centricity Manager.
Principal responsibilities
  • Oversee the customer experience metrics for optimizing customer journey across digital and intermediary channels, ensuring positive customer feedback and alignment
  • Strategize, drive and implement customer centricity programmes for all Pensions businesses
  • Ensure the Pensions Customer Experience are consistent with the Retail Banking and Commercial Banking division proposition model, including the oversight of customer experience journey to ensure standardized customer centricity and experience across all pension customer facing units within the Group
  • Represent Pensions in the respective customer forums within Retail Banking, Wealth Management and Commercial Banking
  • Manage and evolve direct customer channels by using innovative solutions through, for example, internet and mobile banking, self-service terminals and telephone banking
  • Generate analysis and gather insight on customer behavior and trends based on internal and external data
  • Propose corresponding plans to enhance pension offering to existing customers and prospects, including sales distribution approach and customer servicing
  • Assist on developing strategies and marketing plans leveraging on the deep dive analysis to achieve business growth and customer retention
  • Create a consistent channel experience that engages and enhances customer experience while exploring new opportunities to connect with customers across a multi-channel distribution network


  • Proven experience in implementing change to a large organization
  • Experience in designing and implementing strategies to improve customer experience
  • Exposure to customer strategy relating to retirement, insurance and wealth management products
  • Business to Business customer marketing exposure
  • Entrepreneurial and strong communication skills
  • Understanding of risk management and regulatory impact on marketing
  • Customer centric mentality
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.
Employment TypeFull-time
Education LevelNon-specified
HSBCPrivate Banking and Wealth Management

1 Queen's Road Central, Central

directions_walk6 mins walk from Central Station