HSBC

3 days ago

Manager, Customer Experience (Kowloon City, Kowloon, HK)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Own the end-to-end customer experience (CX) and customer relations strategy, driving improvements in advocacy, sustainable engagement, and complaint reduction. Lead the development of AI-powered CX and customer relations capabilities, automate CX feedback loops, and transform complaint management operations for efficiency. Partner with cross-functional teams to integrate AI solutions into existing CX processes with risk and governance, while supporting Wealth and Personal Banking CX initiatives across key channels.

Location: Hong Kong

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Execute holistic CX and customer relations strategy to improve CX, elevate customer advocacy, reduce complaints, and drive business growth.
•Develop and implement AI-powered CX and customer relations capabilities and cross-functional programs while ensuring CX and complaint management operational excellence.
•Facilitate CX model efficiency and quality improvements through innovative strategies and technology implementations.
•Manage CX model automation, including a customer feedback loop to act on customer voices and improve advocacy and pre-empt complaints.
•Collaborate with cross-functional teams and prepare documentation to integrate AI solutions into existing CX and relations processes in line with risk assessment and governance.

Key Requirements

•University degree or professional qualification in a relevant discipline.
•Demonstrated experience implementing CX and digital transformation projects, with solid knowledge of AI solutions for CX enhancement and operational efficiency.
•Good understanding of Wealth and Personal Banking business strategy, with extensive customer strategy experience as an advantage.
•Excellent customer focus, with the ability to implement and mobilize customer-centric initiatives.
•Strong project skills and strong verbal/written communication and presentation in Chinese and English.

Experience:Customer experienceDigital transformationWealth and Personal BankingAI-powered CX

Education:Bachelor's

Skills:Customer focusProject managementAnalytical thinkingInnovationCommunication

Languages:ChineseEnglish

Tech Stack:AIArtificial intelligence

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: 3.6

Website LinkedIn

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HSBC

3 days ago

Manager, Customer Experience (Kowloon City, Kowloon, HK)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Hong Kong

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Execute holistic CX and customer relations strategy to improve CX, elevate customer advocacy, reduce complaints, and drive business growth.
•Develop and implement AI-powered CX and customer relations capabilities and cross-functional programs while ensuring CX and complaint management operational excellence.
•Facilitate CX model efficiency and quality improvements through innovative strategies and technology implementations.
•Manage CX model automation, including a customer feedback loop to act on customer voices and improve advocacy and pre-empt complaints.
•Collaborate with cross-functional teams and prepare documentation to integrate AI solutions into existing CX and relations processes in line with risk assessment and governance.

Key Requirements

•University degree or professional qualification in a relevant discipline.
•Demonstrated experience implementing CX and digital transformation projects, with solid knowledge of AI solutions for CX enhancement and operational efficiency.
•Good understanding of Wealth and Personal Banking business strategy, with extensive customer strategy experience as an advantage.
•Excellent customer focus, with the ability to implement and mobilize customer-centric initiatives.
•Strong project skills and strong verbal/written communication and presentation in Chinese and English.

Experience:Customer experienceDigital transformationWealth and Personal BankingAI-powered CX

Education:Bachelor's

Skills:Customer focusProject managementAnalytical thinkingInnovationCommunication

Languages:ChineseEnglish

Tech Stack:AIArtificial intelligence

Company Brief

HSBC

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: 3.6

Website LinkedIn