VP, CUSTOMER EXPERIENCE AND INSIGHT
On-site · Singapore, Singapore
Job Summary
Lead a future-ready Customer Experience strategy for IWPB by embedding a client-centric culture and using insights to deliver delightful experiences across journeys. Own and drive the Net Promoter System, identify root causes, redesign customer journeys using insights (including complaints) to improve NPS and reduce complaints. Drive actions to achieve outcomes with Fair Dealing Principles, foster customer-led design and research projects, and lead service design initiatives to address top customer pain points. Collaborate with Group Customer Experience on Global Initiatives and demonstrate HSBC values and leadership in daily interactions.
Required Qualifications
- Minimum 10+ years’ experience required
- customer/client experience in financial services (retail banking/wealth management knowledge preferred)
- Strong interpersonal, communication and influencing skills to engage stakeholders across WPB locally and globally
- Collaborative and respectful team player who works across boundaries to deliver shared outcomes
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.