Job description

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.

Requirements

TO BE SUCCESSFUL IN THE ROLE, YOU SHOULD MEET THE FOLLOWING REQUIREMENTS:

• Strong knowledge of the customer service concept and its impact on customer relationships.
• Proven track record of communicating effectively within the organization including senior management and with customer groups.
• Strong managerial, analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills.
• Knowledge of the organization and its products, processes and pertinent regulations affecting their delivery.
• Graduation degree is required– to secure a UAE Visa and Work Permit.
  For further details and application information please visit our careers site, searching under reference number 0000L8FL.
  You’ll achieve more at HSBC.
  www.hsbc.com/careers
  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.
  We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. 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 Hong Kong and Shanghai Banking Corporation Limited.