HSBC

2 weeks ago

Senior Customer Experience Manager - Hang Seng Bank (HK)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Lead end-to-end customer experience improvements for complaints-led journeys, identifying systemic issues and driving cross-team fixes across processes, policies, controls, training, and communications. Translate customer voice from NPS, complaints, and other channels into actionable, measurable remediation plans using root-cause analysis and AI-enabled insight generation. Coordinate customer centricity initiatives and govern Customer Forum discussions to ensure timely, decision-ready outcomes.

Location: Hong Kong

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Lead complaints-led journey and process improvements by identifying systemic issues and closing service gaps.
•Act as an SME for end-to-end customer journey and process reviews, including root cause analysis of high-impact complaints.
•Consolidate feedback from NPS, complaints, and other channels to generate themes, implications, and customer outcomes.
•Embed AI-driven insight generation by combining NPS survey analytics with complaint analysis to identify emerging themes and priority pain points.
•Serve as Secretary to the Customer Forum, ensuring effective governance, decision readiness, and maintenance of minutes and action tracking to closure.

Key Requirements

•Degree holder or equivalent relevant experience.
•Proven banking experience in customer experience/complaints/customer service with journey/process improvement delivery.
•Strong experience converting customer feedback (especially complaints) into prioritised remediation and measurable outcomes.
•Proven stakeholder management and governance to drive delivery across teams.
•Experience leveraging analytics and/or AI-enabled tools to generate insights (e.g., NPS verbatim, complaint narratives) and translate them into actionable plans.

Experience:BankingCustomer experienceComplaintsCustomer service

Skills:CommunicationStakeholder managementGovernanceAnalyticalProblem-solving

Languages:EnglishChinese

Tech Stack:NPSAI

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

2 weeks ago

Senior Customer Experience Manager - Hang Seng Bank (HK)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: Hong Kong

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Lead complaints-led journey and process improvements by identifying systemic issues and closing service gaps.
•Act as an SME for end-to-end customer journey and process reviews, including root cause analysis of high-impact complaints.
•Consolidate feedback from NPS, complaints, and other channels to generate themes, implications, and customer outcomes.
•Embed AI-driven insight generation by combining NPS survey analytics with complaint analysis to identify emerging themes and priority pain points.
•Serve as Secretary to the Customer Forum, ensuring effective governance, decision readiness, and maintenance of minutes and action tracking to closure.

Key Requirements

•Degree holder or equivalent relevant experience.
•Proven banking experience in customer experience/complaints/customer service with journey/process improvement delivery.
•Strong experience converting customer feedback (especially complaints) into prioritised remediation and measurable outcomes.
•Proven stakeholder management and governance to drive delivery across teams.
•Experience leveraging analytics and/or AI-enabled tools to generate insights (e.g., NPS verbatim, complaint narratives) and translate them into actionable plans.

Experience:BankingCustomer experienceComplaintsCustomer service

Skills:CommunicationStakeholder managementGovernanceAnalyticalProblem-solving

Languages:EnglishChinese

Tech Stack:NPSAI

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