Customer Experience Director– Global  Commercial Banking - 0000GA7R

Flexible on location but will include London twice a week

Role Overview 

HSBC Commercial Banking serves millions of businesses ranging from small enterprises, to large corporates, providing commercial customers with a full range of banking providing local support and advice in over 60 countries and territories. HSBC helps connect customers to opportunities. 

We have a very rare and exciting opportunity for a  Customer Experience Director to join a forward-thinking, creative, dynamic team to help us deliver an exceptional Customer Experience for our Corporate customers globally. 

Our customers want to focus on building and growing their businesses – and we want to support them in doing that by removing their financial stresses. This means that our experience vision is to both strengthen our customers’ finances and reduce the emotional strains they feel. We’re excited to bring together the emotional and financial side of banking to make a difference for our customers and our company.  

To support our customer experience vision, we’re changing the way we think and work across the Global Corporate Bank (GCMB). Our Customer Experience & Design (CXD) team has been established to be a front-runner in our business to both deliver material improvements for our customers and colleagues, while also transforming GCMB to be a customer-led organisation. As part of CXD, our Customer Experience Managers support these goals by acting as a specialist in customer experience, coupled with the ability to embed tangible business deliverables within a complex organisation. 

Quite simply put, our mission in CX is to embed Design Thinking into our company’s DNA. We’re continuing to build our team with people that are motivated by the challenge to improve the way we problem-solve and make an impact for our customers and colleagues. We expect our Customer Experience Directors to demonstrate an advanced understanding and advocacy of Design Thinking as an approach to senior leaders, as well as a passion for building teams and embedding human-centric design systemically. With your help, we’ll scale this way of working and enable our company to not only achieve our customer vision, but also continuously evolve to meet our customers’ changing needs globally. This unique opportunity to make an impact around the world is just starting and it’s a great time to join and help set the strategic direction for the CXD team. 

The role of Customer Experience Director is a critical position responsible for leading and driving the implementation of the Customer Experience vision across CMB, whilst also growing our people and ways of working. This role provides an opportunity to lead cross-functional teams globally and to set the direction of our business and senior leaders. In short, you can have a direct impact on shaping and delivering key experiences for millions of customers and thousands of colleagues around the world. This role will be reporting into the Global Head of Customer Experience & Design.  

In this role, you'll be responsible for:  

• Supporting the definition and driving the customer experience strategy for CMB, creating the target-state customer vision for a new banking proposition and seeking to manage development and alignment of all customer touch-points activities; 
• Streamlining and optimising customer sales experience across all customer interaction touch points; 
• Driving customer-facing interfaces to adopt/ develop revenue-focused modules, processes and design; 
• Lead in forums and committees to represent the view of the CX function, informing and influencing the decision making of senior leaders to enable achievement of the defined strategy outcomes; and 
• Advocate for customer and colleague needs and expectations across regional, business and global strategic initiative teams and projects; Influencing the future direction of key business initiatives using direct insights from customers and colleagues, and forming recommendations as a result; 
• Crafting end-to-end solutions with global, multi-disciplinary, cross-functional teams to deliver an iconic banking ecosystem, 
• Ensuring that the journeys, services and propositions we design and deliver to our end users are Desirable (for customers and colleagues) Viable (for CMB) and Feasible (for our delivery teams) 

Qualifications

To be successful in this role you should meet the following requirements:  

• Proven success in a leadership customer experience role, particularly leading strategic customer experience projects in a complex organisation and changing ways of working to adopt more customer centric decision making;
• Proven success in a range of any of the following customer experience disciplines; customer research, customer journey ownership, customer proposition development, CX metrics, digital design, service design, product ownership, customer strategy;
• Experience as a manager/ leader is essential including creating awareness and advocacy for the customer and work you do; 
• Incredibly strong ability to structure, manage, guide and motivate other team mates, through complex engagements, employing appropriate management styles;
• Exceptional relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels; 
• An outstanding ability to think critically, with a real passion for solving complex problems, ensuring solutions are grounded in customer needs and are commercial viable;

You’ll achieve more when you join HSBC. 

If you’re looking for a career where you’ll be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success. 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. 

When joining HSBC Commercial Banking UK, you will become a valued member of our team, we take the time to get to know you and there will be many tailored development opportunities along the way to support your career to grow as much as you want. We can offer you a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity, shared parental and adoption pay, and support when you return to work, and a contributory pension scheme with a generous employer contribution. But this is only the start, we work closely with our colleagues to understand their life balance needs and we support them with several schemes and initiatives. We can’t wait to tell you about our ways of working, wellbeing agenda and our healthiest human system! 

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local  law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

Recruitment Helpdesk:  

Email: hsbc.recruitment@hsbc.com  

Telephone: +44 2078328500 
 

Job Field

 : Commercial Banking

Primary Location

 : Europe-United Kingdom-Greater London-London

Schedule

 : Full-time 

 : 

Job Posting

 : 20-Sep-2021, 13:10:42 

Unposting Date

 : 05-Dec-2021, 04:29:00