Customer Success Operations Lead

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Role Description

Customer Success Leads are responsible for ensuring CTO Stakeholders, Product Owners are delivering their desired outcomes using the bank's technology products and services. This position requires a combination of technical, Business Analysis, strategic, and customer-focused skills to ensure the bank's technology products meet the needs of its customers, stakeholders, and the bank's business goals within CTO. It is a critical role that requires a deep understanding of stakeholder needs, technology, and financial services. The ideal candidate will have a passion for customer success and understanding customer journeys, a customer-focused mindset, championing digital technologies and a track record of delivering results in a fast-paced, dynamic environment.

What you’ll do

• Design and implement governance frameworks that ensure compliance and accountability within the organization and identify, assessing, and mitigating risks associated with customer operations.
• Co-establishing standards and enforcing technology and controls to ensure compliance with industry standards, regulations, and internal policies.
• Developing and implementing effective operating models that align product and customer strategies with organizational goals.
• Create and execute product strategies that drive growth, innovation, and business value and formule customer strategies that enhance customer engagement, satisfaction, and loyalty.
• Collaborate with key stakeholders to align governance and operational strategies with business objectives and define and track key performance indicators (KPIs) to assess the effectiveness of governance and operational models.
• Manage organizational change related to governance and operating model implementation, ensuring smooth transitions and evaluate data and insights for informed decision-making in governance and strategy formulation.

Essential Skills

• Proven experience as a Product or Customer Success Lead in a technology, banking, or financial services organization and be able to demonstrable success in understanding and delivering towards customer needs in large, global, complex organisations.
• Proven track record of developing and launching successful technology products/services in DevOps ways of working and ideally have a background in Data Analytics, and delivery of Infrastructure projects
• Collaborated with cross-functional teams, including product management, IT, operations, marketing, and customer service, to ensure seamless customer experience and support.
• Proven track record of developing and launching successful technology products and services and ability to analyze complex technical and business problems and develop effective solutions

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500