Customer Experience Transformation Manager - Voice of Customer

The role holder will join the global CX advocacy team as product owner and expert for our VOC enterprise platform. You will manage and govern the development and roll out of Medallia across our global businesses. You will work closely with the global and local CX teams to understand their insight needs and deliver those through the platform capabilities. You will work across the business (eg. local teams, D&A, digital or IT teams) to articulate the business requirements and drive the change. You will execute both strategic and BAU scope such as delivering ad hoc surveys via push notification/sms/intercepts/emails, create dashboard and reporting, closed loop flow rule development, text analytics and AI, deployment to new markets or launching new functionalities.,

• Be a VOC platform expert supporting the global users as well as manage the integrity of the platform and the ongoing development and roll out plans


• Manage the pipeline of new capabilities, focusing on improvements/fixes as well as create and manage the BAU platform operation, assuring global efficiency while delivering for the local needs


• Develop and drive the plan for platform operationalisation, managing the change process


• Monitor the performance of the platform and optimise value to the CX program


• Own the full platform development cycle: from initiation to delivery for multiple initiatives simultaneously
  
  To be successful in this role you should meet the following requirements:


• Strong and proven experience in Medallia capability and integration - essential


• Excellent subject matter expertise of customer net promoter system and Voice of customer methodology - essential


• VOC platform management in a global B2C business with multiple brands, products and customer segments - essential


• Experienced in managing 3rd party suppliers - desirable


• A hands-on, results orientated individual with experience of leading agile delivery of complex system developments with multiple stakeholders and limited resources
  
  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.


Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

We are currently seeking an experienced Customer Experience professional to join this team in the role to help transform our VOC insight capability. HSBC's Net Promoter System is instrumental to achieving our Customer Experience ambitions and this role will be instrumental in delivering against this agenda., Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.