Snr Product manager - Customer Platforms

HSBC
Bengaluru
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Communication","Relationship building","Problem-solving","Collaboration","Resilience"]

Own and govern HSBC’s VOC customer platforms, including Medallia and the complaints platform. Lead the full product lifecycle, ensuring platforms deliver business value and meet user needs across 15+ markets. Partner with CX, Technology, Transformation, and data teams to deliver the roadmap on time and in budget, optimize ROI using NPS/CSAT/Ease performance insights, and manage supplier relationships to drive fixes, adoption, and improved platform functionality.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
HSBC
HSBC
3 hours ago

Snr Product manager - Customer Platforms

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own and govern HSBC’s VOC customer platforms, including Medallia and the complaints platform. Lead the full product lifecycle, ensuring platforms deliver business value and meet user needs across 15+ markets. Partner with CX, Technology, Transformation, and data teams to deliver the roadmap on time and in budget, optimize ROI using NPS/CSAT/Ease performance insights, and manage supplier relationships to drive fixes, adoption, and improved platform functionality.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Act as product owner for VOC platforms and manage the full product lifecycle to meet user needs.
  • •Operationalise the voice of the customer platform to secure ROI and business/customer value, including platform management (BAU) and integrity.
  • •Define and manage the product backlog and roadmap, prioritising capabilities, improvements, fixes, and change requests from users.
  • •Monitor performance and use data (e.g., NPS/CSAT/Ease) to optimise value to local and global change agendas; maintain ROI-focused decision-making.
  • •Manage supplier relationships, training and support materials, and provide status reporting on milestones, deliverables, risks, and issues.

Key Requirements

  • •Experience implementing and configuring customer platforms such as Medallia and complaints platforms.
  • •Experience creating and managing text analytics rules and topic trees, including closed-loop alert rules and user roles.
  • •Ability to work effectively in a global, cross-functional matrix environment with multiple stakeholder groups.
  • •Knowledge of customer experience metrics such as NPS, CSAT, and Ease, and using them to drive prioritisation.
  • •Experience across product development and deployment, including requirements, project execution, launches, and post-launch performance measurement.
Skills:CommunicationRelationship buildingProblem-solvingCollaborationResilience
Tech Stack:MedalliaMMXAIText analyticsTopic treesSurveys

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn