Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

Wealth and Personal Banking is our new 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 (year-on-year) 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 ambitious individual to join our Wealth and Personal Banking team in the role of Customer Experience Specialist.

This role drives the Bank’s strategic imperative to make HSBC one of the world’s leading brands for customer experience and put into place critical checks that would create the distinct HSBC customer relations end to end at critical touch points.

The purpose of the role is to ensure that throughout the organization, from leadership to the front line, the perspective of the customer is at the forefront of our thinking. It is a specialist and strategically focused role, using research, recommendation and driving action to create a positive customer experience and measure it in a way that is consistent across the Group in driving service excellence. It is to stimulate thinking and action for the next or future practice our customers will experience and will achieve this by ensuring through evaluating the situation from the customer’s perspective and not “inside out” view of the world.

Principal Responsibilities

The role holder is a key contributor to drive unparalleled Customer Experience through:

Accountability to elevate Wealth and Personal Banking channels’ understanding and implementation of CARE standards.Drives customer service improvement to enhance customer service level through identifying top customer pain point root-causes and prioritization for fixesResponsible in measurement and tracking of key customer metrics outcome and lead advisory to stakeholders to improve overall SLA and customer experienceCandidate is to drive changes in a varied business environment throughout the network as the job requires candidate to be in close contact with Helpdesk, Call Centre, branches and various operation departments.Candidate is expected to exercise a reasonable amount of discretion in carrying out duties within the guidelines/directives as laid down internally and by regulatory authorities, with the necessary guidance and reference from his/her superior.