Digital Enablement & Channels Customer Experience Manager

Role Purpose

The role’s purpose is to ensure the quality, availability, and traceability of digital data used for commercial decision-making. This involves extracting, cleaning, transforming, and structuring data from multiple internal and external sources, as well as timely delivery of automated dashboards and reports Also is responsible for designing, managing and optimizing customer interaction channels to deliver seamless, consistent and high-quality customer experience. This role works closely with global customer experience teams to ensure alignment HSBC customer service experience standards, strategy and business objectives

Main Responsibilities

• Define and implement data quality processes: validations, cleaning, and standardization.
• Instrument digital campaigns (tags, pixels, UTMs) in collaboration with technical and marketing teams.
• Monitor data pipelines (ETL, API integrations) to detect anomalies and follow up on new projects.
• Ensure a consistent and cohesive customer experience across all channels
• Analyze customer feedback, channel performance and journey data to identify opportunities for improvement
• Collaborate with cross-functional teams to implement customer centric initiatives
• Collaborate with vendor team (Medallia) to adapt and standardize information between markets.
• Organize and drive successful completion of data insight initiatives through effective management
• Propose and define targets per channel and customer segment

Requirements

•    Bachelor of Systems, Administration, Finance, Actuary or related
• Highly developed communication skills, both written and verbal, to explain complex or technical issues.
• Very strong analytical ability and problem solving skills - excellent attention to detail and the ability to see things through to completion.  The ability to quickly understand customer and operational considerations, e.g. risk.
• High levels of resilience and self-motivation – able to self-manage and deliver to committed timescale.
• Adaptive – the ability to approach things differently or do different things to deliver goals.
• A strong team player – highly collaborative recognizing their specialized role in a larger programme of work and acknowledging other areas/individuals roles and responsibilities.

Hard skills

• English - Advance
• Excel
• Power point
• SQL, SAS, JAVA Script, Python

At HSBC we are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect.

HSBC employees act by showing integrity with courage, standing firm in what is right. We are trustworthy, we show different ideas and cultures and we are connected with customers, the community, regulators and each other.

At HSBC we are focused on guaranteeing gender equality and constant training for our employees, as well as protecting their labor and social rights.

“At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care”.