Manager, Customer Experience

GCB 5

We are currently seeking a high calibre professional to join our team as a Manager, Customer Experience.

In this role you will:

• Support the CX roadmap by coordinating and delivering assigned initiatives (e.g., journey improvements, service enhancements, VOC actions).
• Track progress, risks, dependencies, and outcomes; prepare updates for governance forums and stakeholders.
• Partner with Insights & Analytics to interpret VOC, complaints themes, journey analytics, and operational data.
• Help translate insights into prioritised opportunities, clear problem statements, and measurable action plans.
• Facilitate journey mapping, service blueprinting, and design-thinking workshops.
• Apply CX standards/playbooks to ensure consistent experience design across channels, tailoring pragmatically to local needs.
• Identify quick wins and longer-term improvements, support testing, rollout, and benefits tracking.
• Maintain and enhance CX KPIs, dashboards, and scorecards (e.g. NPS/CSAT, complaints, turnaround times, digital adoption).
• Support performance reviews by producing insights, commentary, and recommended actions to strengthen accountability.
• Support embedding a customer-first mindset through communications, training materials, toolkits, and community-of-practice activities.
• Coach teams on practical CX methods and “how to” guidance (e.g., writing customer-friendly communications, etc.).
• Work with IT/data teams and business users to support implementation or enhancement of CX tools (e.g., VOC platforms, journey repositories, analytics dashboards).
• Gather requirements, support UAT, and help drive adoption through guidance and feedback loops.
• Act as a day-to-day CX partner to Operations, Marketing, Product, Distribution teams to align priorities and deliver improvements.
• Build strong working relationships and influence through data, customer stories, and clear recommendations.

To be successful you will need:

• Bachelor’s degree in Business, Marketing, Design, or related discipline (Master’s an advantage).
• Prior experience in customer experience, service design, customer operations, digital/product, or transformation roles.
• Hands-on experience delivering journey improvements and applying CX methods (journey mapping, VOC analysis, root-cause/problem solving).
• Strong analytical skills; comfortable working with data and dashboards.
• Strong stakeholder management and communication skills; able to influence without direct authority.
• Experience in a matrix, regional, or global organisation is an advantage.

Opening up a world of opportunity

www.hsbc.com/careers

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.

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