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Head of Customer Experience and Insight

HSBC BANK (SINGAPORE) LIMITEDSingapore

17 days ago

Job description

Description

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.

Wealth and Personal Banking (WPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities : Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Head of Customer Experience and Insight.

Principal Responsibilities

In this role you will

Customer Experience Strategy

Develop and drive a forward compatible Customer Experience vision and strategy aligned to customer trust, simplicity, and advocacy by designing and optimizing a delightful customer experience in all customer journeys and touch points across channels- wealth centre / branch, mobile / online banking, and contact centre
Building a strong client centric culture across the franchise with empathy mindset and human-cantered design thinking talents, empower & reward everyone to deliver delightful experience. Working closely with Country HR and Country EXCO / CEO to drive the client centric and employee focus ambition

Customer Insights & Analytics

Lead the Voice of Customer program, including surveys, NPS and all customer feedback channels

Deliver actionable consolidated insights from feedback from all customer listening channels, NPS, Social Media, Complaints, Incidence, transactional data, market trends and qualitative customer research, and help process and product / proposition owners identify gaps / opportunities in product or proposition design or service experience, recommend new journey design or business model changes

Complaint Management

Own and oversee the bank's end-to-end complaint management strategy, partner with Compliance, Legal, and Risk teams to align complaint handling with regulatory expectations

Leadership & Collaboration

Build and lead a high-performing CX and Insights team and partner cross-functionally with Comms, Marketing, Propositions, Product, Operations, Digital, Legal, Compliance, and Risk

Lead CE team members by creating a positive, committed and engaged team environment in which people of diverse backgrounds feel valued, respected and appreciated

Qualifications

To be successful you will need

Advanced experience in customer experience strategy, complaint management, customer insights, or service strategy

Strong leadership ability to lead business transformation, promote necessary change to build client centricity to address clients' needs

Excellent leadership in team management, exceptional interpersonal, communication and influencing skills across the whole bank

Strategic and analytical skills.

Strong human cantered design thinking in customer experience and user experience design, and agile project management experience (scrum master)

Strong experiences in product and journey design in digital capability, e Commerce, O2O, Online to Offline business model preferred. In depth understanding of key end to end journey for consumer products and services, sourcing, acquisition, engagement, servicing, across both digital and Omni channels

Opening up a world of opportunity

http : / / www.hsbc.com / careers

https : / / hsbc.taleo.net / careersection / internal / jobdetail.ftl?lang=en_gb&job=0000LEV8

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

Video URL - External

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Customer Head Of Customer • Singapore