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Customer Experience Analyst

2 weeks ago

Sydney, Australia HSBC Full time

Job description- Some career choices have more impact than others.

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

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. These include 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

In this role, you are responsible to ensure WPB voice of customer insights are analysed, synthesized and shared with the wider audience in a timely manner and take ownership of actions to improve customer advocacy and loyalty through our business, people and processes. You will also run and maintenance of Customer Experience Surveys.

Your main responsibilities will include:

- Develop and oversee programmes and activities to improve the Customer Experience (CX) across all customer segment groups and touch points in WPB and will provide guidance and advice to business on channels, products, propositions to ensure a customer centric lens.
- Embed the understanding of insights and work closely with stakeholders and other members of the CX team on action planning to improve experiences.
- Work with data and analytics, stakeholders, global platform provider to execute surveys.
- Synthesise customer information to form a clear view of critical customer pain points and opportunities, bringing the customer voice to influence key business decisions
- Execution of various Voice of the Customer Surveys
RequirementsTo be successful in this role, you will need:

- Relevant experience reporting, data analytics, synthesizing insights sourced from numerous data sources
- Deep knowledge of customer research and the interpretation of customer and industry data
- Process improvement and project management experience
- Strong communications and time management skills with a mindset to do what it takes
- Good presentation skills with demonstrated ability to clearly explain complex information succinctly to a wide range of internal stakeholders, including front-line staff, senior management and project teams

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed 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.