Svp, Head of Customer Experience

**Some careers open more doors than others.**

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. 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.

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments. The team is responsible for implementing distribution strategy, driving the delivery of market leading personal banking customer experiences and thereby maximising customer satisfaction.

We are currently seeking a high calibre professional to join our team as a **SVP, Head of Customer Experience.**

**Principal Responsibilities**
- Develop a forward compatible Customer Experience (CE) strategy to drive and deliver delightful customer experience across Wealth and Personal Banking (WPB) by:

- Building a strong client centric culture across the franchise by defining delightful customer experience in all customer journeys and touch points
- Ability to understand business objectives and align CX accordingly, to ensure that CX efforts contributes to the achievement of the business goals to enable buy-in from key stakeholders to propagate a customer-centric culture within the organization
- Define customer experience strategy by leveraging Net Promoter Score (NPS) and other insights and data across WPB
- Drive the Net Promoter System - including the performance of NPS, working with stakeholders to define root causes and deliver improvements that improve satisfaction scores and reduces complaints.
- Leverage all internal and external insights capabilities including complaints to identify opportunities to re-design existing customer journeys
- Drive a customer-centric culture by using research, co-creation and design thinking techniques to put the customer at the heart of all initiatives and lead and enable team on customer-led design & research projects
- Drive strategic initiatives through service design to identify and address top customer pain points using design thinking and customer journey mapping
- Lead and advise in strategic customer journey design across all proposition and services, by working in partnership with stakeholders across WPB
- Work closely with Country HR and Country EXCO/CEO to drive our client centric and employee focus ambition. Co-design and continue to deploy HSBC employee proposition and features to drive employee advocacy
- Ensure annual investments asks across value streams take a customer experience lens in addition to ROI in prioritisation
- Work closely with Transformation and Control on customer level journeys
- Be responsible for WPB Customer Control processes for Customer International and Marketing
- Work closely with Group Customer Experience on Global Initiatives like customer in the room etc.
- Lead CE team members by creating a positive, committed and engaged team environment and be an advocate for Agile Principles, and drive an Agile way of working in your team
- Mentor and develop talent, setting clear goals and providing regular and constructive feedback to direct staff
- Embrace HSBC values by upholding and exemplifying them in daily interactions with employees, internal and external customers.
- Represent Singapore WPB Management team in Group forums and ensure Singapore Strategy and interest being incorporated in Global Strategy

**Requirements**:
**Requirements**:

- Demonstrates an in depth understanding of the client's world and drives and influences solutions to best support their interests and brings insight and innovative ideas that drive value for customers
- Strong in human centred design thinking and agile project management to drive customer experience
- Proven experience in team management in a leadership position
- A good understanding of retail banking and wealth management products and servicing an advantage
- Strong leadership ability to lead business transformation, promote necessary change to build client centricity to address clients' needs
- Good interpersonal, communication and influencing skills to work with a wide range of stakeholders across WPB both in country and globally
- Strategic and analytical skills and effective writing and presentation skills
- Viewed as a visionary leader to transform the bank, a key resource, partner and trusted advisor by internal stakeholders
- Is passionate about winning, sets clear and challenging performance goals for self, team and the organization
- Treats people with respect and works collaboratively across boundaries to achieve shared wins;
- Demonstrates a global mind-set, promotes and values the unique ideas and perspectives of all team members
- Demonstrates optimism and agility in adjusting to new and emerging opportunities and challenges
- Prepares for the future by cra