Customer Experience Strategist

1 week ago

Sydney, New South Wales, Australia HSBC Full time
About the Role

We are seeking a highly skilled Customer Experience Analyst to join our Wealth and Personal Banking (WPB) team in Australia. As a key member of our team, you will play a critical role in ensuring that our customers receive exceptional experiences across all touchpoints.

Key Responsibilities
  1. Customer Experience Improvement: Develop and oversee programmes and activities to enhance the Customer Experience (CX) across all customer segment groups and touchpoints in WPB, providing guidance and advice to the business on channels, products, and propositions to ensure a customer-centric lens.
  2. Insight Synthesis and Action Planning: Embed the understanding of insights and work closely with stakeholders and other members of the CX team on action planning to improve experiences.
  3. Survey Execution and Analysis: Work with data and analytics, stakeholders, and global platform providers to execute surveys and synthesise customer information to form a clear view of critical customer pain points and opportunities, bringing the customer voice to influence key business decisions.
  4. Customer Voice Amplification: Execution of various Voice of the Customer Surveys to ensure that customer insights are analysed, synthesised, and shared with the wider audience in a timely manner.
What We Offer

As an HSBC employee in Australia, you'll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture, and a range of employee benefits, including market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days, and wellness programmes including discounted gym memberships.

Wealth and Personal Banking (WPB) ambition is to become Australia's #1 International Retail Bank, to focus on the internationalist customer, and to build a progressive bank for the future. We are investing in long-term growth, including expanding our Branch network and digital capability to deliver a premium service to our high-net-worth customers.

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