Customer Experience Manager

Recruiter
HSBC
Location
Birmingham
Salary
Competitive
Posted
14 Sep 2017
Expires
12 Oct 2017
Contract Type
Permanent

The Customer Experience Manager (CEM) role is based within the UK Collections and Recoveries contact centre.

The role of the CEM is to ensure that throughout the UK C&R function from senior leadership team to the front line, the perspective of the customer experience is at the forefront of our thinking and actions.

It is largely an enabling role, using the Voice of the Customer (VOC) survey data coupled with speech analytics insight and other customer feedback mechanisms to recommend and driving action to create a more positive customer experience. It is to stimulate thinking and subsequent action for the best customer experience through improved procedures, processes and delivery. To improve the customers journey and make a difference. Internally to Collections, horizontal or vertical to Service Recovery Complaints team or Customer Value Management type role.

Your responsibilities will include:
  • Identify existing or potential problems, diagnosing the issues and using creative and innovative thinking to help the business implement solutions.
  • Engage with and mobilize the business to design, develop and deliver with the customer in mind.
  • Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
  • Increase customer engagement, improve customer satisfaction and shift perceptions through being the voice and conscience of the customer.
  • Ensure robust understanding of Customer Insight through the effective communication and sharing of data from the VOC survey report.
  • Deliver fair outcomes for our customers who are experiencing financial difficulty, hardship or a temporary change to their circumstances and ensure own conduct maintains the spirit of all key regulatory and FIM requirements.
  • Provide leadership and support excellence by searching out external best practice, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers.
  • Inspires and engages people to create an inclusive, high performing, customer-centred culture.
  • Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
  • Provide technical leadership and support technical excellence by searching out external best practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers.
  • Encourage and enable constructive cross-country and cross-site customer experience initiative through collaborative use of VOC data.
  • Work with subject matter experts to develop and recommend changes and improvements to operating models, procedures and practices based on customer insight from VOC.

Qualifications

The ideal candidate for this role will have:
  • Experience working in relevant environments, i.e. Customer Experience is desirable but not essential
  • Experience working in relevant market, context, i.e. Contact Centre is desirable but not essential is desirable but not essential
  • Past working experience in a relevant role, i.e. Customer Experience Manager is desirable but not essential
  • Past working experience on relevant systems, i.e. Customer Insight/VOC systems is desirable but not essential
  • Experience of using relevant software packages, i.e. Standard Microsoft Packages & Customer insight software. is desirable but not essential
  • A desire to find ways to continually improve the service delivered to customers
  • A track record of delivering significant change which improves business effectiveness in sustainable ways
  • Self-awareness with confidence to work independently and take responsibility for own development
  • Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
  • Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
  • Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
  • Planned projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques
  • Proven experience of successful project management, utilising relevant tools and techniques to ensure consistent delivery


The base location for this role is Birmingham

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Key search words: Customer Experience Manager