HSBC

Customer Experience Manager - Customer Value Management

HSBC
Full Time
Central
Non-specified
Junior (less than 3 years)
Non-specified
English, Cantonese

Job Description

Customer Experience Manager - Customer Value Management

Location: Asia Pacific-Hong Kong-Hong Kong Island-Central

Some careers open more doors than others.
If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.
Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class retail banking and wealth management 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 caliber professional to join our team as Customer Experience Manager.
Principal responsibilities
  • Support and implement customer experience strategies to deliver the compelling and yet uniquely banking customer experience
  • Monitor service standards and Implement customer experience surveys for key touch points for tracking against industry standards
  • Support to analyze and translate customer voice, external market information and internal business management reporting into actionable insights for driving customer experience and service enhancement initiatives 
  • Support to plan and implement customer experience enhancement initiatives across channels to support the customer centric culture of Retail Banking and Wealth Management
  • Support external customer engagement initiatives to externalize Retail Banking and Wealth Management

Qualifications

Requirements
  • Knowledge of the Retail Banking and Wealth Management business and preferably 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.

Technical Skills

  • Customer Service
  • Management Reporting
  • Surveying
  • Translation
  • Wealth Management