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Company Name HSBC

About Retail Banking & Wealth Management (RBWM)

Retail Banking and Wealth Management serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.

A day in the life of a Customer Experience Senior Manager include the following:

The role holder is responsible for representing the customer within the RBWM business and helping towards the transformation of RBWM into a customer-led business. The role holder needs to be able to advise the Head of Customer Experience & Customer Relations on all matters customer experience across channel, product, and proposition; to such an extent that Customer Experience is at the heart of proposition management and development. The role holder is strategic with a proven ability to build consensus and collaborate with stakeholders, grasp conceptual ideas and drive for best practice through design and implementation.


This role is predominantly a “change the bank” role with a desire to drive business forward within a collective management culture.


Principle Accountabilities:


  • Ensures that customer experience is at the heart of both proposition management and product development by taking on a leadership role to ensure all key initiatives encompass an end to end view of the customer across channels and touch points
  • Responsible for making a contribution to the RBWM digital strategy by aligning customer needs to outcomes in a highly customer-centric way, using technology as an enabler to help with onboarding, acquisition and portfolio management.
  • Lead customer journey mapping engagements for strategic priority experiences to meet and exceed customer expectations in an evolving omni-channel landscape
  • Customer Journey engagements typically include working with stakeholders to align on scope, conducting desk research, interviewing customers, facilitating workshops to map customer journeys, service blue prints, personas, as well as uncover pain points & opportunities. The diagnosis, prioritization and tracking of top dis-satisfiers within the RBWM business in order to identify macro trends which can be addressed and consequently action plans put in place Provide strategic recommendations and influence outcomes at senior/executive level decision making forums
  • Collaborate across all channels and lines of business to influence the culture within their business in order to put the customer at the centre of their business
  • Develop and manage various Customer Service programs - embedding key service standards throughout the organization and continuously drive a service driven culture
  • Support programs across the business to ensure that Customer Satisfaction and Customer Engagement are monitored and that key drivers are in place in order to drive a positive increase in the Customer Recommendation Index (CRI)
  • Ensure a clear link is in place between complaints and insight, working closely with Insight to deliver a holistic customer view
  • Customer Experience governance inclusive of risk and control, audit management
  • A positive self-starter, capable of leading and motivating others, employing appropriate management styles
  • Must be able to demonstrate the ability to balance a range of competing priorities and evidence the ability to deliver multiple outputs at one time requiring delivery to tight deadlines
  • A desire to drive business forward within a collective management culture
  • Strategic orientation and proven ability to grasp conceptual ideas and drive for best practice through design and implementation
  • Work with different branch regions, digital and contact centre channels in order to support them driving the business
  • Display highly developed interpersonal skills to lead, motivate and inspire all parts of the business to achieve RBWM’s strategic goals
  • Actively contribute to the creation of Propositions which significantly improve income and revenue but do not expose the Group to reputational or fraudulent risk
  • Set up effective mechanisms to identify local configuration proposition needs that cover off regulatory, mandatory, & compelling business cases so that solutions are put in place with ease
  • Provide robust input to proposition design and act as escalation point for issues that need resolving globally


Knowledge & Experience / Qualifications:


  • University degree level or equivalent
  • MBA is strongly encouraged
  • Knowledge of design-thinking principles, strong experience in conducting journey mapping workshops and doing customer interviews are essentials in this role
  • Highly financially literate
  • Understanding of the RBWM business and strategy a plus
  • Understanding of the techniques involved in segmentation and setting long term strategy
  • Ability to achieve significant change by working across a complex organization
  • Strong networker who build relationship easily
  • Strong planning and organization with the ability to make tough decisions
  • Innovative, self-starter who can make decisions which affect a Global business
  • Analytical skills, with the ability to identify and address areas for development / improvement
  • The ability to act on own initiative and exercise creativity in problem solving, coordinating a wide variety of solutions into one or more projects
  • Customer drive: anticipate customer needs (internal & external)
  • Exhibits a strong customer driven mentality and commitment to providing the highest level of service
  • Must be able to demonstrate the ability to balance a range of competing priorities and evidence the ability to lead a team to deliver multiple outputs at one time requiring delivery to tight deadlines.
  • HSBC Proud
Internal Reference Code/Reference No.
Location Name Canada
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