Associate, Cx Design

3 days ago

Singapore HSBC Full time

**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.

Commercial Banking provides international financial services solutions that support businesses ranging from large corporates to mid-market enterprises in a variety of industry sectors all over the world. Leveraging the strength, scope and expertise of our global product network, Commercial Banking is positioned as an essential partner to large and mid-market enterprises seeking to maximise their potential internationally, offering streamlined business access to HSBC’s international network and broad range of market leading banking products and services.

We are currently seeking a high calibre professional to join our team as an **Associate, CX Design.**

**Principal Responsibilities**
- Supporting the planning, shaping and execution of critical customer experience work streams, projects or initiatives
- Advocate for customer and colleague needs and expectations across regional, business and global strategic initiative teams and projects
- Taking ownership of critical customer experience improvements to be delivered via our regional and business teams
- Shaping and conducting research synthesis across multiple insight sources to structure hypotheses for key design questions
- Contributing towards the development of end-to-end solutions with global, multi-disciplinary, cross-functional teams to deliver an iconic banking ecosystem
- Embedding the global CMB CX Principles into the way CMB guides and governs all of the interactions with our customers
- 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)
- Supporting cross-functional teams in researching, generating and testing ideas, and incorporating customer feedback into solutions
- Advocating for and providing on-the-job coaching to the wider CMB team our Design Thinking mind-set, tools and techniques, including facilitating and leading interactive Design Thinking sessions as a co-facilitator when required
- Further generating awareness, interest and support for Customer Experience and Design Thinking across the business

Requirements

**Requirements**:

- A good knowledge of the financial sector is essential; previous experience of Customer Experience in the financial sector is preferred
- Proven experience in a customer experience role, with involvement in strategic customer experience projects in a complex organisation
- Proven experience 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
- Proven success in influencing colleagues and teams to change ways of working and adopt more customer centric decision making, creating awareness and advocacy for the customer and work you do
- Experience delivering multi-channel journeys, services or propositions across large-scale programs and businesses

To be considered for this role, the relevant rights to work in Singapore is required.

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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