Experience & Engagement Manager

2 months ago

Buffalo, New York, United States HSBC Full time

Job description

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We're bringing 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.

With Client Experience being one of the US Wealth & Personal Banking (WPB) strategic priorities, the Client Experience & Engagement Manager contributes to driving the holistic client experience and relations strategy which underpins managing down complaints, maximizing client advocacy, sustainable client engagement, recommendation, and business growth.

As a Client Experience & Engagement Manager, you will deliver WPB strategic initiatives and client experience projects that align with the long-term vision of business and client growth priorities. These will include, but aren't limited to:

Delivering a variety of global Client Experience initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable client experiences. Supporting delivery of key metrics reporting and data-led analysis to articulate what matters most to customers and provide steer to mobilize client centric improvements that positively impact US WPB NPS.Acting as the "Voice of Clients" champion - leading root cause analysis, understanding market trends and driving improvement initiatives to enhance NPS and reduce complaint volume.Providing application support for the US instance of the Complaint Management System.Supporting ad hoc projects to promote client centricity culture with WPB.This will include frequent and ongoing interaction with our frontline teams; product, proposition and channel owners and WPB leaders. For this role, HSBC targets a pay range between $71,400.00 and $93,000.00 The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location. At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee's overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a "bonus"). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle. Requirements You ́ll likely have the following qualifications to succeed in this role: Passionate about advocating for clients and finding better ways of doing businessExcellent critical thinking skills and can always see the bigger picture while paying attention to detailCollaborative teammate, but also a self-starter who is able to work independently with an entrepreneurial drive Ability to deliver and mobilize change while working with stakeholders across the organizationStrong understanding of WPB strategy and sufficient experience with WPB products and servicesRetail banking products and services experience Strong Excel skills, coupled with data analysis and storytelling capabilities In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the U.S. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position. As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC's engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You'll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.

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