Net Promoter System Design Lead London, England
Job description
Wealth and Personal Banking is our global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.
We are currently seeking an experienced Net Promoter System professional to join this team in the role of NPS Design Lead. HSBC’s Net Promoter System is instrumental to achieving our Customer Experience ambitions – this role is instrumental in delivering this agenda.
The role holder will be the Group SME for Net Promoter System and the key architect for its strategy, design and delivery. This is instrumental in enabling a consistent approach, quality and robustness across all markets within WPB.
In this role, you will:
- Drive the global design and embedding of Net Promoter System and provide research subject matter expertise across the global CX community.
- Be responsible for instilling a unified set of metrics of customer relationship globally and democratizing data to drive data-led customer-centric decisions.
- Modernise our voice of customer capabilities, maintaining and evolving them such to inform decisions consistently across teams and business units in a proactive way working together with Customer, Marketing and Data teams.
- Develop and implement training programs and resources to ensure that all team members are knowledgeable about the NPS program and understand how to use customer feedback to improve the customer experience.
- Act as a customer advocate within the organization, representing the voice of the customer and working to ensure that customer needs and concerns are addressed.
To be successful in this role you should meet the following requirements:
- The jobholder must demonstrate a strong strategic mindset in order develop and deliver strategic, digitally led customer experience solutions that drive the business for renewed growth.
- Demonstrated leadership experience in the development and implementation of customer experience programs, such as Medallia, qualtrics or surveymonkey, including Net Promoter System in scaled organisations.
- Experience of leading agile delivery of complex system developments with multiple stakeholders and limited resources
- Subject matter expertise of customer net promoter system and Voice of customer methodology.
- Strong analytical skills and experience using enterprise solutions to deploy Net Promoter System and Voice of Customer capabilities.
- Strong results orientation and performance management success.
- Line management experience or experience of supervising teams while managing non-reporting large complex cross functional teams simultaneously.
- A broad knowledge and understanding of our WPB propositions and their connectivity with our international strategy would be desirable.
You’ll achieve more when you join HSBC.
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
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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
