Customer Experience Manager

About the role

HSBC is seeking a high‑calibre professional to lead the Customer Experience (CX) function for its Wealth and Personal Banking division in Hong Kong. You will shape and execute a holistic CX and Relations strategy that drives continuous improvement, enhances customer advocacy, reduces complaints, and supports sustainable business growth.

Key responsibilities

• Develop and implement AI‑powered CX and customer relations capabilities across channels.
• Automate CX processes, including feedback loops and complaint pre‑emption mechanisms.
• Drive efficiency and quality improvements through innovative technology solutions.
• Collaborate with cross‑functional teams to integrate AI solutions while ensuring risk compliance and governance.
• Support strategic CX initiatives aligned with long‑term business and customer growth priorities.

Required profile

• University degree or professional qualification in a relevant discipline.
• Proven experience delivering CX and digital transformation projects, preferably with AI applications.
• Strong understanding of Wealth and Personal Banking business and strategy.
• Customer‑focused mindset with the ability to mobilise customer‑centric initiatives.

Required skills