Customer Experience Specialist

-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.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of **Customer Experience Specialist**.**

This role drives the Bank’s strategic imperative to make HSBC one of the world’s leading brands for customer experience and put into place critical checks that would create the distinct HSBC customer relations end to end at critical touch points.

The purpose of the role is to ensure that throughout the organization, from leadership to the front line, the perspective of the customer is at the forefront of our thinking. It is a specialist and strategically focused role, using research, recommendation and driving action to create a positive customer experience and measure it in a way that is consistent across the Group in driving service excellence. It is to stimulate thinking and action for the next or future practice our customers will experience and will achieve this by ensuring through evaluating the situation from the customer’s perspective and not “inside out” view of the world.

**Principal Responsibilities**

The role holder is a key contributor to drive unparalleled Customer Experience through:

- Accountability to elevate Wealth and Personal Banking channels’ understanding and implementation of CARE standards.
- Drives customer service improvement to enhance customer service level through identifying top customer pain point root-causes and prioritization for fixes
- Responsible in measurement and tracking of key customer metrics outcome and lead advisory to stakeholders to improve overall SLA and customer experience
Requirements
- A minimum requirement of Bachelor’ Degree is needed for the role.
- Excellent communication skills - both verbal and written
- Excellent language proficiency in English and Bahasa Malaysia.
- Requires good basic PC operating skills: Ms. Word, Powerpoint, Excel, etc.
- Highly motivated, results-oriented and prepared to accept challenging goals.
- Able to work independently and is customer-oriented.
- Able to work under pressure

Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

**Opening up a world of opportunity.**

**Issued by HSBC Bank Malaysia Berhad