Head of Customer Experience

Role purpose

Responsible for designing, implementing and optimizing the company's overall customer experience (CX) strategy. This position is essential to ensure that all customer interactions are positive, memorable, with a first contact resolution and aligned with business objectives including the design, implementation and managing the company's overall customer experience strategy. This position is key to optimizing interactions with customers throughout their entire life cycle, from acquisition to loyalty and retention.

The Head of Customer Experience (HoCE) is responsible for leading and managing all customer experience (CX) initiatives within the organization. The primary objective is to ensure that the company delivers exceptional customer experiences across all touchpoints, driving customer satisfaction, loyalty, and overall business success, with special focus on target segements.

Principal Accountabilities:

• Develop and execute the CX strategy: Establish a clear and comprehensive vision for the customer experience that guides the organization’s strategic and operational decisions.
• Oversee the implementation of CX initiatives: Lead the implementation of programs and projects designed to improve the customer experience, such as customer service initiatives, customer relationship management (CRM), and loyalty programs.
• Analyze and measure customer satisfaction: Gather and analyze data on customer satisfaction through surveys, performance metrics, and other methods. Use this data to identify areas for improvement and make data-driven decisions.
• Optimize CX processes and channels: Identify and eliminate bottlenecks and friction points in CX processes setting a First Contact Resolution for increase the customer satisfaction. Ensure that customer communication channels are efficient and effective.
• Foster a customer-centric culture: Create an organizational culture that prioritizes customer satisfaction at all levels of the company. Train and motivate employees to adopt a customer-centric mindset.
• Collaborate with other departments: Work closely with other functional departments, such as marketing, sales, operations, and technology, to ensure a consistent and high-quality customer experience.
• Stay up-to-date on CX trends: Keep abreast of trends and best practices in the customer experience field to ensure the organization remains competitive.

Skills and Qualifications:

• Ability to analyze data, identify trends, and make data-driven decisions.
• Leadership: Ability to lead and motivate teams, set a clear vision, and foster a customer-centric culture.
• Communication skills: Excellent verbal and written communication skills to effectively communicate with customers, employees, and company leaders.
• Empathy: Ability to understand the needs and perspectives of customers and act accordingly.
• Customer orientation: Commitment to delivering exceptional customer experiences and continuously improving customer satisfaction.
• CX knowledge: Knowledge of customer experience best practices and methodologies.
• Project management experience: Ability to effectively and efficiently manage CX projects
• Customer experience fundamentals: CX Strategy, Customer Journey mapping, customer feedback analysis, CX metrics.
• Tecnology and tools: CRM systems, analytics tools, customer support software, sigital channels.
• Industry trends and best practices: CX trends, industry bechmarks, regulatory compliance.
• Business Acumen: business strategy, financial analysis, change management.

HSBC is committed to building a culture where all employees are valued, respected and where their opinions count. We want to build a culture where our employees are comfortable in bringing their whole self to work, regardless of gender, age, sexuality, ethnicity, disability, religious belief, background, and any other aspect of personal difference.  At HSBC we are oriented towards guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights