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If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

We are currently seeking an experienced professional to join our team in the role of Associate Director Technology Management.

Business: CTO Infrastructure

Principal responsibilities

Identify high friction customer journey using CTO products, complete their journey mapping, formulate strategic plans to improve the journey satisfaction.

Partner with cross-functional teams, including communications, product, and technology groups, to drive consistency across different teams in execution of customer success strategies.

Champion the adoption of advanced AI technologies and tools to improve the efficiency, scalability, and effectiveness of all customer success related processes.

Establish metrics and key performance indicators (KPIs) to measure the impact of customer engagement, identifying opportunities for continuous improvement.

Design and refine product engagement plans, ensuring the product’s strategies align with customer needs and foster continuous improvement.

Oversee the creation, maintenance, and optimization of documentation, workflows, and playbooks on various platforms.

Provide leadership and guidance to the sub-team, mentoring team members and promoting a collaborative and innovative culture.