Customer Journey Design and Culture Manager (UAE National) - 0000L8FL
Some careers grow faster than others
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.
HSBC International Wealth and Premier Banking (IWPB) are our new global business combining Retail Banking and Wealth Management. We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world.
We are currently seeking an ambitious individual to join our International Wealth and Premier Banking team, to support the Bank’s strategic imperative to make HSBC one of the world’s leading brands for Customer Experience and put into place critical checks that would create the distinct HSBC Customer Experience end to end at critical touch points.
The working location for this position is HSBC Tower, Dubai, UAE.
In this role, you will:
• Focus on ensuring the continuous and consistent delivery of excellent Customer Service within the WPB business.
• Collaborate with stakeholders internally externally to ensure the portfolio is reported accurately and with an insight to initiate improvements to customer experience.
o Deliver process and customer journey improvements through E2E journey mapping.
o Map as-is and future state journeys.
• Develop an expert knowledge of customer base, market and competitor trends in order to influence or adjust strategic direction.
• Work to deliver key initiatives aligned to CX strategy.
• Champion the voice of the customer in all scenarios using insightful analysis of customer experience and influencing the Country’s strategic direction as a result.
• Work in live labs to deliver improved experiences for customers and colleagues.
• Support employee engagement through training, equipment empowerment.
• Review, dissect and rectify issues arising from multiple sources including complaints, Customer, Colleague and /or regulatory requirement that may impact customer satisfaction and bank reputation, and translate them into effective programme and journey enhancement initiatives.
• Work with external providers to identify best practice across industries and organizations.
• Create the right recognition structure for frontline staff.
• Support with training for frontline staff to manage customer experience and drive excellence and satisfaction.
• Ensure all control measures relevant to the job responsibilities are undertaken to minimize the risk exposure of the Bank.
• Manage operational risks including its identification, assessment, mitigation and controls, loss identification and reporting.
• Customer Experience governance inclusive of risk and control, audit management.