Managing editor MyCustomer.com
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CX job vacancy of the week: HSBC

27th Jan 2020
Managing editor MyCustomer.com
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

This week: Customer Experience Manager, HSBC (based in Birmingham, UK)

HSBC is currently seeking an individual to join this team in the role of a Customer Experience Manager.

The Customer Experience Team improve and enhance customer and colleague journeys across Retail Banking & Wealth Management to drive advocacy across the business and create a culture of promoters for the HSBC brand.

The role of the Customer Experience Manager is to improve the experience of our Retail Banking & Wealth Management customers, the journeys they undertake when interacting with HSBC and establish the team as key influencers in driving NPS across the wider RBWM team. This includes (but is not limited to) developing an in depth understanding of the drivers of NPS, mapping & designing journeys, delivering and embedding solutions and partnering with the wider business to deliver excellent customer experiences in a truly customer obsessed team.

Main responsibilities:

  • Driving and implementing improvement ideas within the department that enhance customer experience across Retail Banking & Wealth Management.
  • Leading and driving specific project activity to include core principles of agile methodology.
  • Leading change effectively whilst also owning and delivering customer journey improvements.
  • Independently structure, analyse and review data and insight, presenting in a logical manner in order for the business to make informed decisions.
  • Providing recommendations and observations regarding successes, and target areas of improvement for future customer journey design.
  • Challenging existing programmes and processes and identify new opportunities to optimise risk and reward balance.

Requirements:

  • Proven track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement and delivering change.
  • High energy, self-starter with particular emphasis on inspiring and motivating others.
  • Excellent interpersonal skills in influencing and negotiating with peers and superiors, liaising with external customers and the community and winning over audiences with compelling and persuasive presentations.
  • Strong stakeholder management and collaboration.
  • Experience working within an ambiguous environment.

For further information and to submit an application visit the HSBC jobs board

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