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Some careers shine brighter than others.
If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world's largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC's wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers' needs.
We are currently seeking a high calibre professional to join our team as a Client Experience Lead.
Lead client experience activities across Asia including across the Digtialisation and Asian Wealth programmes. Coordinate with Global Private Banking Customer Experience Director and Design team
Embed the Net Promotor System to Global Private Banking Asia
Ensure key client journeys are identified and agreed with stakeholders
Review and analyse complaint data and client feedback to identify customer experience issues
Review competitors' client experience, both digital and non digital and compare to HSBC to identify gaps
Work with designers to support journey mapping, prototyping and journey visualisation, working together to prioritise the right solutions for the business
Prioritise key client journeys with stakeholders, utilising client feedback and complaints data and ensure that they are mapped and create an overall compelling experience for our clients
Identify the key pain points in client journeys, identify root causes and quick wins to improve client experience
Design and agree To Be client journeys with key stakeholders and plan how to move from existing client journey to the To Be state. Identify, document and make recommendations on opportunities to improve existing customer journeys across Global Private Banking Asia. Leveraging customer requirements and gathering inputs from key stakeholders to enable the creation and prioritization of an aspirational improvement roadmap
Introduce a focus on Ultra High Net Worth client experience and identify key pain points that require addressing
Lead the fixing of root causes by identifying the most efficient and effective solutions with key stakeholders, including Digital, Information Technology, Operations and Transformation
Review and improve client experience metrics and Management Information reporting
Identify solutions ranging from simple suggestions, such as communications improvements to far reaching solutions such as process re engineering involving Information Technology prioritization
Use research, systems thinking, landscape mapping and service design skills to support the strategy, development and evaluation of our offering
Address demanding product and systems problems, and translate what you learn into impactful models and artefacts that create alignment across product, engineering and design teams
Design hypotheses and studies that examine both user behaviours and attitudes
Generate actionable insights that both fuel ideation and evaluate product experiences
Conduct research using a wide variety of qualitative methods and a subset of quantitative methods, such as surveys
Work closely with the Client Panel Research Manager to ensure client and colleague feedback is obtained when designing new and improved client and colleague experiences
Communicate results and illustrate suggestions in compelling and creative ways
5 to 10 years of relevant experience
Strong understanding of research and testing methodologies with a proven track record or portfolio showcasing these activities
Significant experience and knowledge of private banking and Wealth Management, preferably in Asia, or experience with a major global bank or a top tier management consulting firm
Significant experience of introducing client focus and client experience disciplines across a complex organisation
Analytical thinker with focus on Customer Experience, Customer Journeys, Service Design and Operational Workflow
Leadership experience in complex organizations and record managing multiple stakeholders across business, technical and operational teams
Vast experience of User Centred Design methodology, experience of working with designers and creative teams
Hands on and delivery focused with strong competency with professional project planning, and other project management skills. Functional Design experience to map customer processes an advantage
Experience of relevant systems like JIRA, Confluence, APIs, AEM
Experience in a global or regional roles, working effectively to deliver targets across diverse cultures
Ability to translate business and customer need to business and product requirements, customer journey mapping, technical assessments, organisational buy in, launch, and ongoing management and business process re engineering
Energetic, Strong communication skills, good team player and stakeholder management
A flexible approach to work
Ability to coach and influence senior colleagues in an efficient and professional manner
Graduate degree from a top tier university
Bachelor's degree in Computer Science, Human Computer Interaction, Cognitive Science, Learning Sciences, Statistics, Psychology, related field, or equivalent practical experience. Prefer PhD in Psychology, Human Factors, Anthropology, Human Computer Interaction, a related field or equivalent practical experience
Experience in an applied research setting, including experience integrating user research into product designs
Proven experience with qualitative and quantitative user research activities. Formative and summative clients research activities, including exploratory methods, interviews, ethnographic studies, mental modelling, card sorting, focus groups etc
>To be considered for this role, the relevant rights to work in Hong Kong is required.
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Issued by The Hongkong and Shanghai Banking Corporation Limited.