Senior Client Experience Data Lead

HSBC
London
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Collaboration","Communication","Stakeholder management","Data literacy","Independent working"]

Lead HSBC’s Markets and Securities Services (MSS) Operations Client Experience agenda, defining and executing the strategy to measure the end-to-end client journey and drive business growth. Own client experience performance management and MI, including satisfaction scorecards and SLA reporting, and build the enterprise case for change across the value chain. Deliver regulatory and digitisation support using Google Cloud Platform technologies while ensuring disciplined controls and data accuracy.

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FursaFursa
HSBC
HSBC
2 days ago

Senior Client Experience Data Lead

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

Job Summary

Lead HSBC’s Markets and Securities Services (MSS) Operations Client Experience agenda, defining and executing the strategy to measure the end-to-end client journey and drive business growth. Own client experience performance management and MI, including satisfaction scorecards and SLA reporting, and build the enterprise case for change across the value chain. Deliver regulatory and digitisation support using Google Cloud Platform technologies while ensuring disciplined controls and data accuracy.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Lead the MSS Operations Client Experience agenda within the CIB-wide One CIB Service programme, defining and executing the strategy to improve end-to-end client journeys.
  • •Partner with MSS Operations, Markets & Securities Services, and CIB COO/CCO stakeholders to shape a cohesive MSS strategy and roadmap.
  • •Own client experience performance management and MI, including client satisfaction scorecards and SLA over/under-performance reporting, driving digitisation and governance.
  • •Build the enterprise-wide (CIB) case for change by defining client performance and satisfaction metrics across the end-to-end value chain and driving senior leader governance.
  • •Support Emporium and PRA Trading Controls agenda delivery, ensuring strong controls, data accuracy, and control owner sign-off including UAT where required.

Pay and Benefits

Perks:Health InsuranceMaternity PayAdoption PayPension

Key Requirements

  • •Strong knowledge of Markets and Securities Services products and capabilities.
  • •Experience in data analytics with strong data literacy and evidence of using data to improve performance.
  • •Strong collaboration and communication skills to influence stakeholders and work independently.
  • •Strong awareness of data management and data governance standards, including data privacy laws and regulations.
  • •Highly proficient in Excel.
Skills:CollaborationCommunicationStakeholder managementData literacyIndependent working
Tech Stack:ExcelGoogle Cloud Platform

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