Customer Journey Design and Culture Manager (UAE National)

HSBC; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

HSBC is seeking a Customer Journey Design and Culture Manager to enhance customer experience in Dubai. The role involves ensuring excellent service delivery, collaborating with stakeholders, and implementing customer experience initiatives to strengthen HSBC's brand in the Wealth and Premier Banking sector.

Qualifications

• Experience in managing customer journeys and improving customer experience.
• Familiarity with market and competitor trends.
• Strong analytical and strategic decision-making abilities.

Responsibilities

• Ensure continuous delivery of excellent customer service.
• Collaborate with stakeholders to enhance customer experience.
• Implement initiatives aligned with the Customer Experience strategy.

Skills

Customer Service

Stakeholder Collaboration

Strategic Planning

Analytical Skills

Risk Management

Job description

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

Some careers grow faster than others.

If you’re looking for a career that offers plenty of development opportunities, join HSBC and unlock your potential.

HSBC International Wealth and Premier Banking (IWPB) is our global business combining Retail Banking and Wealth Management. We assist customers in managing their finances and growing their wealth through our international network and expertise.

We are seeking an ambitious individual to join our team, supporting HSBC's goal to be a leading brand for Customer Experience by implementing critical checks to ensure a superior end-to-end customer journey at key touchpoints.

The position is based at HSBC Tower, Dubai, UAE.

In this role, you will:

1. Ensure continuous delivery of excellent customer service within WPB.
2. Collaborate with internal and external stakeholders to report on the portfolio and identify improvements in customer experience, including end-to-end journey mapping and future state planning.
3. Develop expertise in customer base, market, and competitor trends to influence strategic decisions.
4. Implement initiatives aligned with the Customer Experience strategy.
5. Advocate for the customer by analyzing experience data and influencing strategic direction.
6. Participate in live labs to test and improve customer and colleague experiences.
7. Support employee engagement through training, equipment, and empowerment.
8. Address issues from complaints, customer feedback, colleague input, and regulatory requirements to enhance satisfaction and reputation.
9. Work with external providers to adopt industry best practices.
10. Create recognition programs for frontline staff.
11. Assist in training staff to manage customer experience effectively.
12. Ensure compliance with control measures to minimize risk.
13. Manage operational risks, including identification, assessment, mitigation, and reporting.
14. Oversee customer experience governance, including risk, control, and audit management.