The Opportunity:

We are looking for ambitious and motivated individuals who are keen to embrace growth and tackle the impending challenges in this fast evolving industry. You should be passionate about approaching things differently, while operating like a fintech within a bank. We are not looking for superpowers - we are looking for knowledge, enthusiasm and the right attitude to deliver our global initiative in a lean way.

We are building a new strategic digital business backed by a Global Bank, with the ambition to become the next-generation global fintech solution, supporting the needs of internationally minded customers around the world. With a global footprint, they serve more than 50 million customers worldwide with a complete range of banking and wealth management services, enabling customers to manage their finances and protect and build their financial futures.

Purpose:

As part of our global expansion, we are looking for an experienced Customer Experience (CX) manager.
We are building a reputation for truly differentiated and innovative levels of customer service that set us apart from our competition, generating advocacy and loyalty throughout our customer base. This role will be instrumental in helping us achieve that aim.

As Customer Experience (CX) Manager you will play a key role in driving customer satisfaction and loyalty. You will be responsible for overseeing and enhancing the overall customer experience. Focusing on building strong relationships and delivering outstanding service. You will design, lead and implement our CX strategy, which shall be focused on creating positive interactions, addressing customer needs and continuously improving processes to exceed customer expectations.

What you’ll be doing:

• Customer experience strategy:
  • Develop and execute Marco Polo’s customer experience strategy, aligned with company goals and values. Define customer experience objectives, metrics and drive continuous improvement.
• End to end customer journey mapping:
  • Collaborate with cross functional tribes to design and optimise customer journeys and interactions ensuring a seamless experience across all channels.
• Customer Feedback and Insights:
  • Define the strategy for how we collect customer feedback and ensure analysis to identify trends, pain points and opportunities for improvement.
• Technology roadmap:
  • stay up to date with the latest technologies, such as CRM systems, Chatbot capabilities and other third party technologies, which will help our agents be at their best and create exceptional experiences for our customers
• Customer Relation:
  • Inevitably, sometimes things go wrong. This role is responsible for identifying the underlying cause and taking action to avoid or minimise the same problem occurring elsewhere.
• Continuous improvement:
  • Continuously evaluate existing processes and procedures to enhance efficiency and effectiveness. Implement changes to streamline workflows, eliminate bottlenecks and optimise customer interactions.

What you’ll need:

• Proven experience in a Customer Experience or Customer Service management role.
• Excellent communication skills, both written and verbal
• Analytical mindset with the ability to gather and interpret customer insight
• Understanding of CRM systems, Chatbots, AI technologies and knowledge management systems
• Solid understanding of customer journey mapping, improvement methodologies and improvement techniques.
• A passion for delivering exceptional customer experiences

  Locations: Hybrid working. Office location can be London or Leeds.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you