VP, Customer Experience and Insight

Role Overview

Join HSBC as a VP, Customer Experience and Insight to drive a structured approach to complaint management and identify gaps from customer complaints. Align actionable plans to RBWM’s business goals and the Group overall strategy in driving and sustaining the HSBC brand of customer experience.

What You Will Do

Investigate and respond to serious customer complaints, provide suitable resolutions, and identify and report complaints and other customer feedback trends. Ensure customer complaints are escalated to senior management or regulatory bodies as appropriate.

Why It Might Be a Fit

The position holder will drive a structured approach to complaint management framework, identify gaps from customer complaints, and align actionable plans to RBWM’s business goals and the Group overall strategy.

Requirements

• Strong experience in Customer Relations with positive track records
• Minimum of a bachelor’s degree in business, communication or marketing, or related field or equivalent experience
• Strong knowledge of management reporting, quality issues
• Proven track record of communicating effectively within the organization and with customer groups
• Ability to work in a team-oriented environment and effectively influence and communicate