Senior Customer Experience Manager

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The Customer Acceleration Team sits within the Commercial Bank's Customer Team and is focused on understanding the key drivers of poor customer experience and working with segments and product partners to drive improvements to our end-to-end servicing model.

We are looking for a dynamic and customer focused person to join this team in the role of Senior Customer Acceleration Manager. You will play a critical role understanding the key drivers of sentiment behind our internal voice of customer (VoC) insights and prioritise areas of focus which will have the biggest impact on customer experience.

Responsibilities will include (but are not limited to):

• Customer Pain Point Identification: review and analysis of insights (voice of customer and voice of business) and customer journeys to identify trends and opportunities to drive customer experience improvements.
• Drive Customer Experience Improvements: delivery of discrete end to end customer experience improvement projects which will have a positive impact on NPS, including working with pan CMB teams to ensure desired outcomes are achieved.
• Improvement Backlog: ownership of a backlog which is continuously refreshed to show a current view of prioritised demand which will have the biggest impact on customer experience.
• Drive Customer Centric Culture: Work with Customer Experience teams across UK CMB, sharing best practice, common standards, and approaches.

To be successful in this role you should have:

• Previous experience of customer insights, mapping end to end customer journeys and conducting qualitative and quantitative customer research would be beneficial.
• Strong written and verbal communication skills with the ability to share and present information in a clear, concise and accurate way.
• Good understanding of data and how to manipulate and visualise it.
• Strong stakeholder management skills and an ability to manage multiple projects simultaneously.
• Structured problem-solving skills.
• A customer-centric focus.
• A positive attitude and the ability to manage ambiguity.
• Extensive experience in the development of executive reports and presentations, comfortable carrying out detailed analysis of qualitative analytical themes & trends.
• Excellent organisational skills and attention to detail.
• An ability to build effective working relationships by communicating, influencing, and negotiating at all levels.
• Proficient IT skills including Microsoft Outlook, Word, PowerPoint, and Excel.

This is a hybrid role based in London, but we will consider applicants from around the UK.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

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