Head of Customer Intelligence and Enablement (London, GB, EC4V 4AY)

HSBC
London
Workplace: OnsiteContractFunction: Administration & Executive AssistanceSkills: ["Strategic leadership","Stakeholder alignment","Change leadership","People leadership","Customer-centric mindset"]

Lead UK CMB’s Customer Intelligence & Enablement capability by turning customer signals into clear priorities and demonstrable change. Own an end-to-end Voice of Customer (VoC) operating model, establish a trusted single MI/KPI view for senior leadership (including leading NPS indicators), and translate internal and external benchmarking into commercial action across segments. Drive customer centricity across the organization and ensure a consistent closed-loop so feedback results in visible improvements.

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FursaFursa
HSBC
HSBC
19 hours ago

Head of Customer Intelligence and Enablement (London, GB, EC4V 4AY)

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Last checked: 19 hours agoStatus: Live

Job Summary

Lead UK CMB’s Customer Intelligence & Enablement capability by turning customer signals into clear priorities and demonstrable change. Own an end-to-end Voice of Customer (VoC) operating model, establish a trusted single MI/KPI view for senior leadership (including leading NPS indicators), and translate internal and external benchmarking into commercial action across segments. Drive customer centricity across the organization and ensure a consistent closed-loop so feedback results in visible improvements.
Location: London
Workplace: Onsite
Employment Type: Contract · 16 months
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Set the direction for how UK CMB listens, prioritises, and acts on customer signals to deliver demonstrable change.
  • •Establish a trusted customer performance approach for senior leadership, including a single coherent MI/KPI view for SLT with leading NPS indicators.
  • •Govern VoC end-to-end to ensure the right customer signals from the right sources at the right time are captured and analysed.
  • •Translate customer intelligence, including external benchmarking and internal survey data, into focused priorities and cases for change that drive commercial action.
  • •Embed customer centricity across UK CMB and ensure closed-loop delivery so customers can see their feedback driving improvements.

Pay and Benefits

Perks:Health InsurancePension

Key Requirements

  • •Strategic leadership experience in customer insight, customer experience, Voice of Customer (VoC), or customer intelligence.
  • •Proven ability to translate customer intelligence into business action.
  • •Strong understanding of commercial banking with the ability to connect customer needs to business outcomes.
  • •Ability to build alignment across senior stakeholders and drive change in a complex organisational environment.
  • •Strong people leadership capability, including building, developing, and empowering high-performing teams.
Experience:Customer experienceVoice of CustomerCommercial banking
Skills:Strategic leadershipStakeholder alignmentChange leadershipPeople leadershipCustomer-centric mindset
Tech Stack:Savanta

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