Customer Journey Design and Culture Manager | Dubai, UAE

HSBC; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player seeks a Customer Journey Design and Culture Manager to enhance customer experiences across key touchpoints. This role involves collaborating with stakeholders to map customer journeys, implementing strategic initiatives, and championing the customer voice through insightful analysis. The ideal candidate will possess strong communication and analytical skills, along with a solid understanding of customer service concepts. Join a diverse and inclusive workplace that values professional development and fosters a culture of respect and empowerment.

Qualifications

• Strong understanding of customer service concepts and their impact on relationships.
• Proven effective communication skills across organizational levels.

Responsibilities

• Ensure excellent customer service within WPB.
• Collaborate to improve customer experience through journey mapping.
• Implement initiatives aligned with customer experience strategy.

Skills

Customer Service Concepts

Effective Communication Skills

Analytical Skills

Decision-Making Skills

Interpersonal Skills

Education

Graduation Degree

Job description

Customer Journey Design and Culture Manager

Customer Journey Design and Culture Manager (UAE National) - 0000L8FL

Join HSBC to develop your career with opportunities for growth. HSBC International Wealth and Premier Banking (IWPB) combines Retail Banking and Wealth Management, supporting individuals, families, business owners, investors, and entrepreneurs worldwide.

We seek an ambitious individual to support our strategic goal of becoming a leading global customer experience provider, implementing critical measures to enhance the HSBC customer journey at key touchpoints. The position is based at HSBC Tower, Dubai, UAE.

Key Responsibilities:

• Ensure the delivery of excellent customer service within WPB.
• Collaborate with internal and external stakeholders to report on and improve customer experience through end-to-end journey mapping, including current and future state mapping.
• Develop expertise on customer base, market, and competitor trends to influence strategic decisions.
• Implement initiatives aligned with the customer experience strategy.
• Champion customer voice through insightful analysis and influence strategic direction accordingly.
• Participate in live labs to enhance customer and colleague experiences.
• Support employee engagement via training, equipment, and empowerment.
• Address issues from complaints, customer and colleague feedback, and regulatory requirements to improve satisfaction and reputation.
• Work with external providers to adopt best practices.
• Create recognition programs for frontline staff and support training to improve customer experience.
• Ensure compliance with control measures to minimize risk, including risk management, audit, and governance related to customer experience.

Minimum Requirements:

• Strong understanding of customer service concepts and their impact on relationships.
• Proven effective communication skills across organizational levels.
• Managerial, analytical, decision-making, and interpersonal skills.
• Knowledge of organizational products, processes, and regulations.
• Graduation degree (necessary for UAE visa and work permit).

Visit our careers site with reference number 0000L8FL for more details and application instructions. HSBC values diversity, inclusion, and professional development, fostering a workplace where all employees are respected and their opinions valued.