Knowledge Management Analyst -Customer Experience London, England
Job description
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:
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. As part of our global expansion, we are looking for an experienced person to support Customer Experience (CX) Manager, and this role will be instrumental in helping us achieve our aims. You will play a key role in supporting customer satisfaction and loyalty. You will be responsible for programmes that enhance our overall customer experience, focusing on building strong relationships and delivering outstanding service.
Reporting to our Customer Experience Manager, you will help design, lead and implement our CX and Knowledge Management strategy, focused on creating positive interactions, addressing customer needs and continuously improving processes to exceed expectations and delight our customers.
What you will be doing:
- Customer experience strategy: Execute the venture’s customer experience strategy throughout our operation in line with company goals and values. Gain understanding and commitment from our teams to our customer experience objectives and metrics.
- Knowledge management: Develop a comprehensive repository of knowledge content of customer experience material, including FAQs, how-to guides, complaint procedures, etc., empowering agents, chatbot and customers and ensuring easy access to accurate and up-to-date information by maintaining version control and annual reviews. Explore innovative solutions and tools to optimise knowledge sharing and accessibility.
- Customer Feedback and Insights: Gather and analyse a variety of customer feedback and complaints data to identify trends, pain points and opportunities for 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.
- Technology roadmap: Stay updated with emerging trends, best practices, and technologies related to CRM systems, Chatbot capabilities and other third-party solutions which help our agents be at their best and create exceptional experiences for our customers.
- 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 will need:
- Proven experience in knowledge management, content creation or customer service.
- Excellent writing and editing skills, with a keen eye for detail and clarity.
- Analytical mindset with the ability to gather and interpret customer insight
- Proficiency in content management systems (CMS), knowledge base software, or similar platforms.
- Experience in training and supporting users on knowledge management systems.
- Understanding of CRM systems, Chatbots, AI technologies.
- 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
