Job Description

Job description

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. 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.

HSBC Life in Singapore is the combination of AXA Singapore and HSBC Insurance. Here you can specialise in Insurance but enjoy the advantages that come with being part of a leading global international bank.

Insurance is about people, and the promises they make. At HSBC Life in Singapore we help deliver on these promises by providing a wide variety of life insurance products and services to our clients throughout the Asia-Pacific region. Our employees enjoy a dynamic and innovative workplace and a world of opportunities to develop their careers in a high-profile growing business segment. We empower our combined team of high-performing individuals to build skills and explore new experiences to realise the full potential of being part of HSBC.

Together we will pursue efficient ways of working. We will harness the latest data and technology solutions to achieve meaningful outcomes for our clients. And the protection we offer will create broad and lasting impact, helping clients to be healthier, more productive and more confident in their futures.

We are currently seeking a high calibre professional to join our team as a Customer Experience Vice President.

Principal Responsibilities

• Develop and execute a holistic data-driven, customer obsessed, all touch points customer value management strategy that aligns with HSBC Life brand promise and delivers value to both customers & business
• Drive customer insights & research practice in HSBC Life, seek out and utilize market trends, customer data, analytics research and insight, share and communicate customer's insights across HSBC life and other group / business functions; advocate data driven decisions across all business and all levels, e.g. innovation & product design, digital assets usability testing, marketing customer segmentation etc.
• Map end-to-end customer journey, measure customer experience (NPS) across all touch points; identify key pain points for improvement and design moment of truth for engagement; work with all functions to develop action plans and program manage execution
• Responsible for the creation and distribution of daily, weekly, Monthly and quarterly reports for senior management to help gauge performance of customer experience
• Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience
• Champion customer obsessed culture in the company; work with all functions to embed customer value decision in all our activities

Requirements

Requirements

• Degree holder in Marketing, Business Administration or a related field
• Minimum 6-10 years of experience in customer service, operations or customer experience role, with background in running reports and analysing data
• Deep understanding of financial services customers journey and financial services products
• Data driven and result oriented, with strong analytical and project management skills; high level of attention to detail, including a proven ability to manage multiple and competing priorities simultaneously
• Proven ability to be a self-starter with energy and drive in a challenging and dynamic environment
• Excellent communication and inter-personal skills to engage multiple stakeholders
• Able to influence, manage and build relationships with multiple stakeholders
• Team player
• Be energetic, versatile and be constantly ready to accept to perform duties beyond stated scope

To be considered for this role, the relevant rights to work in Singapore is required.

You'll achieve more when you join HSBC.

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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.