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Wealth and Personal Banking serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative distribution channels.
As the Product Manager - VOC Platforms, you will act as a product owner and expert for our VOC platforms. You will manage and govern the development and utilisation of the platforms such as Medallia. You will support over 15 markets and currently 6000 global platform users with a view to increase utilisation in near future. You will ensure the platforms deliver value to the business and are used effectively. You will work closely with CX specialists and other platform users to understand and deliver their business needs through the platform capabilities. You will manage the relationship with platform suppliers to maximise value to IWPB by driving the implementation and adoption of new functionality and ensuring the rapid and effective response to our required fixes and CRs.
The role holder will:
- Manage the full product lifecycle to ensure that, over time, the needs of the platform users continue to be met
- As platform SME, work closely with Technology, Transformation, D&A and market teams to ensure the VOC platforms change agenda is delivered on time and in budget. Be hands-on and remove delivery blockers through appropriate action and escalation
- Operationalise the voice of the customer platform at its full potential across users, securing ROI and value to business and customers
Platform management (BAU)
- Manage the integrity of the platforms and all aspects of the of business-as-usual platform operation
- Improve platform functionality, eg. Text Analytics evolution, Topic creation, AI, rules, triggers, surveys
- Monitor the performance of the platform to optimise value to the local and global change agenda
- Ensure platforms updates are implemented, assessed and used
- Contribute to achievement of objectives and key results across the VOC Product and use data to inform prioritisation and decision making. Maintain a focus on ROI to ensure priorities align to areas of greatest impact
- Create and manage a standard process and ways of working to respond to requests for changes
- Own the global operationalisation of the VOC platform (e.g. Medallia)
- Provide status reporting regarding project milestones, deliverables, dependencies, risks and issues
- Communicate and align with multiple stakeholders across organizational levels and locations
- Work creatively and solution-focused, demonstrating collaboration, innovation, and excellence
- Establish gaps in platform utilisation and opportunities to create value to business from the platform capabilities
- Own the management of training, support materials, product enquiries. Develop and report utilisation KPIs
- Own, deliver and report on a program plan to meet HSBC’s needs, maximise value from the VOC platform and maintain the functional and security integrity
- 3rd party supplier management
Platform development (transformation)
- Manage the pipeline of new capabilities, improvements, fixes, and requests from VOC platforms’ users
- Prioritise product requirements and own the product backlog; coordinate pilots/launches/training
- Keep up with trends and emerging business models, reimagining how to generate value to the business/customers
- Work with platform suppliers to influence their development plans, derive value from updates and ensure speedy satisfactory resolution of HSBC requests
- Obsess about how to apply technology and data to solving problems or finding new opportunities
Knowledge & Experience / Qualifications:
- Previous experience in implementing and configuring voice of the customer platforms (e.g. Medallia, Qualtrics)
- Previous experience in creating and managing text analytics rules and topic trees; closed loop alert rules, user roles
- Experience in a global roles, with proven experience in working in a cross functional matrix environment
- Knowledge in customer experience metrics (e.g. NPS, CSAT, Ease) and customer experience measurement
- Data driven analytical approach to problem solving, looking to understand the underlying causes, so that we can build a global solution rather than a series of point solutions
- An entrepreneurial drive, with the ability to deconstruct and solve problems
- Experience with the range of product development and deployment activities including identifying opportunities and developing business cases, defining product requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management.
- Experience of Design Thinking and leading run ahead work to explore new problems or potential ideas, bringing in Design, Analysis, Architecture and Engineering colleagues
- Good communication skills for navigating through business requirements, differences of opinion on approach
- Proven ability to build strong relationships across stakeholder groups
- Excellent understanding of the bank’s risk framework and experience of working with second line of defence: legal, compliance, financial crime (AML & sanctions), fraud, risk
- Strong outward focus and grasp of the competitor environment – opportunities, threats, gaps
- Demonstrable resilience and persistence – a ‘can-do’ attitude
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