Head of Customer Experience

HSBC; México; Híbrido; MXN 80,000 - 120,000; Jornada completa

Descripción de la vacante

A leading financial institution in Mexico seeks a Head of Customer Experience to oversee CX initiatives, ensuring exceptional customer interactions across all touchpoints. The ideal candidate will develop and implement strategies aimed at enhancing customer satisfaction and loyalty. Key responsibilities include analyzing customer feedback, optimizing processes, and fostering a customer-centric culture within the organization. This role offers a hybrid work style and focuses on aligning CX with business objectives.

Responsabilidades

• Develop and execute the CX strategy to guide organizational decisions.
• Oversee implementation of CX initiatives to improve customer experience.
• Analyze customer satisfaction data to identify improvement areas.
• Optimize CX processes and channels for better customer satisfaction.
• Foster a customer-centric culture across the organization.
• Collaborate with departments to ensure consistent customer experience.
• Stay updated on CX trends and best practices.

Conocimientos

Data analysis

Leadership

Communication skills

Empathy

Customer orientation

CX knowledge

Project management

Customer experience fundamentals

Technology and tools

Industry trends and best practices

Business Acumen

Herramientas

CRM systems

Analytics tools

Customer support software

Digital channels

Descripción del empleo

Brand: HSBC

Area Of Interest

Location: Cuauhtemoc, Distrito Federal, MX, 06500

Work style: Hybrid Worker

Date: 17 Oct 2025

Role Purpose

Responsible for designing, implementing and optimizing the company's overall customer experience (CX) strategy. This position is essential to ensure that all customer interactions are positive, memorable, with a first contact resolution and aligned with business objectives including the design, implementation and managing the company's overall customer experience strategy. This position is key to optimizing interactions with customers throughout their entire life cycle, from acquisition to loyalty and retention.

The Head of Customer Experience (HoCE) is responsible for leading and managing all customer experience (CX) initiatives within the organization. The primary objective is to ensure that the company delivers exceptional customer experiences across all touchpoints, driving customer satisfaction, loyalty, and overall business success, with special focus on target segments.

Principal Accountabilities

• Develop and execute the CX strategy: Establish a clear and comprehensive vision for the customer experience that guides the organization’s strategic and operational decisions.
• Oversee the implementation of CX initiatives: Lead the implementation of programs and projects designed to improve the customer experience, such as customer service initiatives, customer relationship management (CRM), and loyalty programs.
• Analyze and measure customer satisfaction: Gather and analyze data on customer satisfaction through surveys, performance metrics, and other methods. Use this data to identify areas for improvement and make data-driven decisions.
• Optimize CX processes and channels: Identify and eliminate bottlenecks and friction points in CX processes setting a First Contact Resolution for increase the customer satisfaction. Ensure that customer communication channels are efficient and effective.
• Foster a customer-centric culture: Create an organizational culture that prioritizes customer satisfaction at all levels of the company. Train and motivate employees to adopt a customer-centric mindset.
• Collaborate with other departments: Work closely with other functional departments, such as marketing, sales, operations, and technology, to ensure a consistent and high-quality customer experience.
• Stay up-to-date on CX trends: Keep abreast of trends and best practices in the customer experience field to ensure the organization remains competitive.

Skills and Qualifications

• Ability to analyze data, identify trends, and make data-driven decisions.
• Leadership: Ability to lead and motivate teams, set a clear vision, and foster a customer-centric culture.
• Communication skills: Excellent verbal and written communication skills to effectively communicate with customers, employees, and company leaders.
• Empathy: Ability to understand the needs and perspectives of customers and act accordingly.
• Customer orientation: Commitment to delivering exceptional customer experiences and continuously improving customer satisfaction.
• CX knowledge: Knowledge of customer experience best practices and methodologies.
• Project management experience: Ability to effectively and efficiently manage CX projects
• Customer experience fundamentals: CX Strategy, Customer Journey mapping, customer feedback analysis, CX metrics.
• Technology and tools: CRM systems, analytics tools, customer support software, digital channels.
• Industry trends and best practices: CX trends, industry benchmarks, regulatory compliance.
• Business Acumen: business strategy, financial analysis, change management.

HSBC is committed to building a culture where all employees are valued, respected and where their opinions count. We want to build a culture where our employees are comfortable in bringing their whole self to work, regardless of gender, age, sexuality, ethnicity, disability, religious belief, background, and any other aspect of personal difference. At HSBC we are oriented towards guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights.