Head of Channels Experience

Head of Channels Experience

Some careers are more impactful than others.

If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Commercial Banking serves millions of businesses ranging from small, to large corporates, providing commercial customers with a full range of banking services including Global Trade and Receivables Finance, RMB solutions, multi-currency business accounts, payments and cash management, and wealth management and insurance, as well as a comprehensive range of financing solutions. With dedicated Relationship Managers and Product Specialists providing local support and advice in over 60 countries and territories, HSBC helps connect customers to opportunities.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

Role Purpose:
The Head of Channels experience is responsible for defining and driving the customer experience strategy and optimisation of customer feedback scores across CMB channels. The role holder will work across the organisation to ensure that digital user journeys are aligned to the strategic direction of CMB and senior leadership are equipped with meaningful customer insights and data. The role holder will ensure the effective delivery of strategically aligned and optimized End-to-End user journeys across the CMB channels estate, alongside owning any remediation roadmaps for both short and long term focus areas.

Your responsibilities will include:

- Define the E2E channels experience across CMB channels estate focusing on alignment across the platforms to ensure interoperability
- Driving the Channels customer experience strategy across the group
- Owning channels NPS action plan to optimize interaction between channel and customer
- Define the E2E channels UX/UI across digital user journeys
- Connects the channels experience across the three channels (digital, telephone and branch) ensuring consistency across the customer experience
- Tracking customer experiences across all CMB channels to identify and provide insights for actions
- Ensure the business strategy and objectives translate into fair and desired outcomes for customer channel experience
- Lead customer research across CMB channels to provide in-depth insights that enhance feedback scores and curate a market leading channels experience
- Engaging with senior business stakeholders and collaborate with global, regional, specific market business areas or global functions ensuring deliberate and efficient delivery
- Contribute, challenge and advise effectively across the wider business including internal committees/forums to support a customer-centric approach to digital optimisation

Requirements

To be successful in this role you should meet the following requirements:

- Enhanced understanding of digital customer experience
- Knowledge of digital product management innovation and transformation
- High level of digital expertise and experience of working with diverse stakeholders across multiple markets
- Outstanding stakeholder relationship management, collaboration and influencing skills
- Leading and motivating a global team, covering the scope of customer experience within the CMB channels team
- Collaboration across multiple lines of business and functions to enhance customer experience and awareness of strategy for CMB channels experience
- Interactions with multiple layers of the organization to facilitate excellent relationships across the organisation up to and including Executive Board level stakeholders

The base location for this role will be 8 Canada Square, London with hybrid working.

You’ll achieve more when you join HSBC.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours.

Telephone: +44 2078328500

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