Senior Customer Experience Manager - Customer Value Management
HSBC Group
Hong Kong, China


Some careers grow faster thanothers.

If you’re looking for a career thatwill give you plenty of opportunities to develop, join HSBC and your futurewill be rich with potential.

Customer Value Management is vitalin maintaining HSBC’s position as a provider of world-class retail banking andwealth management solutions, directing business development with a focus oncustomers.

The team works to ensure the most appropriate pricing, products andpromotions are directed to the most relevant customers, concentrating onbuilding value, treating customers fairly and creating a superb customerexperience.

We are currently seeking a highcaliber professional to join our team as SeniorCustomer Experience Manager .

Principal responsibilities

Deliver the holistic customer experience strategy that can drive sustainable customer engagement, recommendation and business growth

Support Retail Banking and Wealth Management priorities to cultivate a customer obsessed culture by reviewing end to end customer journeys of different new initiatives

Externalize service excellence by building The Best service Bank in Town through a year round service culture and recognition initiatives

Govern key service standards and measures to enable effective and robust service monitoring and reinforcement for customer touch points

Drive a customer feedback loop mechanism by acting on customer voices and pain points

Drive strategic initiatives and customer experience projects that align with the long term vision of business and customer growth priorities

Deliver global Customer Experience initiatives acrosskey customer interfaces or channels to ensure quality, consistent andsustainable customer experience


University degree or professional qualification in a relevant discipline

Sound understanding of the Retail Banking and Wealth Management business and strategy

Excellent customer focus, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of service

Ability to drive and mobilize change while working across a multisite matrix organization

Strong planning and organizational skills, with the ability to balance a range of competing priorities

Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects

Analytical skills offering the capacity to identify and address areas for development and improvement

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.


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