Vice President, Customer Experience - Wealth & Personal Banking

Singapore, Singapore
02 Feb 2023
09 Feb 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
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.

Customer Value Management is vital in maintaining HSBC's position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.

We are currently seeking a high calibre professional to join our team as a Vice President, Customer Experience.

Principal Responsibilities
  • Drive a forward compatible Customer Experience (CE) strategy to drive and deliver delightful customer experience across Wealth and Personal Banking (WPB) by
  • Building a strong client centric culture across the franchise by defining delightful customer experience in all customer journeys and touch points
  • Define customer experience strategy by leveraging Net Promoter Score (NPS) and other insights and data across WPB
  • Drive the Net Promoter System - including the performance of NPS, working with stakeholders to define root causes and deliver improvements that improve satisfaction scores and reduces complaints
  • Leverage all internal and external insights capabilities including complaints to identify opportunities to re-design existing customer journeys
  • Drive a customer-centric culture by using 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 Country HR and Country EXCO/CEO to drive our client centric and employee focus ambition. Co-design and continue to deploy HSBC employee proposition and features to drive employee advocacy ("Employee As Customer")
  • Work closely with Group Customer Experience on Global Initiatives like customer in the room etc.
  • Embrace HSBC values by upholding and exemplifying them in daily interactions with employees, internal and external customers

  • Minimum of 8 years-experience, good understanding of retail banking and wealth management products and servicing an advantage
  • Demonstrates an in depth understanding of the client's world and drives and influences solutions to best support their interests and brings insight and innovative ideas that drive value for customers
  • Strong in human centred design thinking and agile project management to drive customer experience
  • Candidates with Customer Experience background with Financial services is an advantage or in Financial Services or Service industry working in Client experience
  • Good interpersonal, communication and influencing skills to work with a wide range of stakeholders across WPB both in country and globally
  • Strategic and analytical skills and effective writing and presentation skills
  • Treats people with respect and works collaboratively across boundaries to achieve shared wins
  • Demonstrates optimism and agility in adjusting to new and emerging opportunities
  • Assumes responsibility and ownership for making difficult and bold decisions in order to support the business
  • Creates a positive team environment in which people of diverse backgrounds feel valued, respected and appreciated
To be considered for this role, the relevant rights to work in Singapore is required.

You'll achieve more when you join HSBC.

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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