Customer Journey & Culture Experience Lead (Dubai)

HSBC Holdings plc; United Arab Emirates; On-site; AED 279,000 - 390,600; Full time

Job summary

HSBC is seeking a Customer Journey Design and Culture Manager in Dubai, UAE. This role focuses on ensuring exceptional customer service delivery within Wealth and Premier Banking. You'll collaborate with various stakeholders to enhance customer experience and support employee engagement through training.

Ideal candidates will have strong customer service knowledge, communication skills and a graduation degree. Join us in shaping a culture where all employees are valued and respected.

Qualifications

• Strong knowledge of the customer service concept and its impact on customer relationships.
• Proven track record of communicating effectively within the organization including senior management and with customer groups.
• Strong managerial, analytical, communications, decision-making, lateral thinking, influencing and interpersonal skills.
• Knowledge of the organization and its products, processes and pertinent regulations affecting their delivery.

Responsibilities

• Ensure continuous and consistent delivery of excellent Customer Service.
• Collaborate with stakeholders to improve customer experience.
• Develop expert knowledge of customer base and market trends.
• Deliver key initiatives aligned to CX strategy.
• Champion the voice of the customer.
• Support employee engagement through training and empowerment.
• Manage operational risks and customer experience governance.

Skills

Customer service knowledge

Communication skills

Managerial skills

Analytical skills

Interpersonal skills

Education

Graduation degree

Job description

HSBC is seeking a Customer Journey Design and Culture Manager in Dubai, UAE. This role focuses on ensuring exceptional customer service delivery within Wealth and Premier Banking. You'll collaborate with various stakeholders to enhance customer experience and support employee engagement through training.

Ideal candidates will have strong customer service knowledge, communication skills and a graduation degree. Join us in shaping a culture where all employees are valued and respected.