Customer Experience Transformation Manager

Job Description

Customer Experience Transformation Manager
6-month contract
London (hybrid)
£670.42 p/d Umbrella

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential. 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. We are currently seeking an experienced individual to join this team in the role of

Customer Experience Transformation Manager.

Role Responsibilities:

We are currently seeking an experienced Customer Experience (CX) professional to join this team to help transform our Voice of Customer (VOC) capability. HSBC’s Net Promoter System (NPS) is instrumental to achieving our CX ambitions and this role will be key in delivering against this agenda.
In this role you will become a crucial part of the global SME for our VOC capability and help architect the strategy, design, and delivery of a large global scale transformation programme. This is fundamental in enabling a consistent approach, quality and robustness across markets within Wealth & Personal Banking (WPB)

Experience Required:
A strong strategic mindset in order to develop and deliver strategic, digitally led customer experience solutions that drive the business for renewed growth.
Demonstrated leadership experience in the development and implementation of customer experience programs, such as Medallia, qualtrics or surveymonkey, including Net Promoter System in scaled organisations - essential
Experience of leading agile delivery of complex system developments with multiple stakeholders and limited resources - essential
Subject matter expertise of customer net promoter system and Voice of customer methodology - essential
Strong analytical skills and experience using enterprise solutions to deploy Net Promoter System and Voice of Customer capabilities.
Strong results orientation and performance management success.
Experience of managing non-reporting large complex cross functional teams to deliver projects and programmes
A broad knowledge and understanding of our WPB propositions and their connectivity with our international strategy would be desirable.
HSBC experience would be advantageous
Financial services / banking experience would be beneficial

If you are interested in this position, please do not hesitate to reach out! Either apply direct or reach out at

[email protected].

Please note, in the event of a high volume of applications for this role, we will not be able to respond to each individual applicant. Unfortunately, if you have not been contacted within 7 days then we will not be progressing with your application. Thank you for your understanding