Responsibilities: • Manage customer feedback working closely with third parties and data and analytics • Collect, analyse, and interpret customer data from various sources, including surveys and social channels, transactional/operational data andplaints to identify trends, and distil insights to inform customer experience initiatives. • Provide data-driven rmendations and action plans to enhance customer experience, may include process improvements, product or digital journey enhancements, and/ormunications strategies • Collaborate with various internal stakeholders including product digital, customer servicing channels, to implement customer experience improvements to ensure alignment with business goals. • Define, track, and report on key performance indicators (KPIs) related to customer experience, including Net Promoter Score (NPS),plaints and other key customer metrics in a timely manner. • Work with Global and Regional teams to facilitate the implementation of new CX programmes in Australia Requirements Requirements: • Experience working in Banking/Financial Services is preferred • Good understanding of customer experience principles and methodologies • Excellent presentation andmunication skills, both written and verbal, with experience in presenting findings and rmendations to senior stakeholders • Proficiency in customer research methodologies • Proficiency in Excel and PowerPoint • Ability to work collaboratively in a cross-functional team environment • A customer-centric mindset and a passion for delivering outstanding customer experiences • Strong project management skills to drive initiatives from concept to implementation Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations. We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC ismitted to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged. Learn more about careers at HSBC Australia - //hsbc/careers/where-we-hire/australia Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Australia Limited. Please note that HSBC will we nevermunicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels. Job ID 0000JSVM
