VP, CUSTOMER EXPERIENCE AND INSIGHT
Singapore, 01, SG, 117439
Job description
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.
In this role you will:
- Lead a future-ready Customer Experience strategy for IWPB, by embedding a client-centric culture and using NPS/data insights to deliver delightful experiences across all journeys and touchpoints.
- Own and drive the Net Promoter System, partnering with stakeholders to identify root causes and redesign customer journeys using insights (including complaints) to improve NPS, satisfaction, and reduce complaints.
- Drive actions to achieve desired customers outcomes – including Fair Dealing Principles
- Drive a customer-centric culture by using integrated insights, research, co-creation and design thinking techniques to put the customer at the heart of all initiatives and lead and enable team on customer-led design & research projects
- Drive strategic initiatives through service design to identify and address top customer pain points using design thinking and customer journey mapping
- Work closely with Group Customer Experience on Global Initiatives like customer in the room etc.
- Embrace HSBC values and leadership principles by upholding and exemplifying them in daily interactions with employees, internal and external customers.
To be successful you will need:
- Minimum 10+ years’ experience required, ideally with customer/client experience in financial services (retail banking/wealth management knowledge preferred).
- “Think Customer, Deliver Value”: Deeply understands clients and influences innovative solutions that create customer value, and “Simplify to Amplify”: applies human-centred design and agile delivery to drive customer experience improvements.
- Strong interpersonal, communication and influencing skills to engage stakeholders across WPB locally and globally, with strategic/analytical thinking and excellent writing and presentation ability
- Collaborative and respectful team player who works across boundaries to deliver shared outcomes, staying optimistic and agile in adapting to new opportunities.
- “See it through, make it happen”: Takes end-to-end ownership and makes bold decisions to support the business, while “Create excitement, inspire ambition” by fostering an inclusive, positive team culture where diverse colleagues feel valued and respected.
Opening up a world of opportunity
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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