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.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking an ambitious individual to join our team as a Group Head of Customer and Employee Advocacy that will be working together with colleagues to define, manage and achieve divisional business targets.

Role Purpose

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% (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.

Customer and International are the courageous customer champions, whose purpose is to lead, design and co-create world class, intuitive and memorable experiences. The role holder is the ‘Voice of the Customer’ and the key visionary behind driving the Customer Strategy of embedding customer centricity and driving customer & employee advocacy. This role holder is also instrumental in enabling and driving the strategy of 1) identifying and enabling the next wave of Growth; 2) defending and energising our 38m customers, in addition to 3) becoming the beloved brand. Not only for our external customer but also for c235k employees globally. This role holder needs to activate the power of our customer and employee base to become passionate advocates for HSBC, driving growth and our global ambition of being the world’s #1 beloved brand in the financial services industry and a top 3 most loved brand in the markets we compete in. It’s a unique opportunity to blend the customer obsession with the knowledge and implementation of cutting edge technology, data and analytics capabilities to help achieve our ambition together with our colleagues globally.

In this role, you will:

• Be extracting and communicating insights via tracking employee and customer behaviours using clear, easy-to-understand dashboards that maintain focus, conduct analytics and drive.
• Drive the customer-centric culture which encapsulates HSBC Brand values.
• Own the deployment and enhancement of the NPS service on a global scale.
• Manage programs such as ‘HSBC Together’ and ‘bubbles’.
• Supports markets in developing robust customer experience improvement plans that are underpinned by effective governance and progress is monitored.
• Develop and work with region and country teams to deliver a globally consistent strategy and approach to our own HSBC staff offering by co-creating a proposition that services to employee’s in a needs-based, client centric approach.
• Develop and lead global and local internal approach to FWB, responsible for cross channel strategy and ensuring that key FWB SnapShot metrics are improved per market participant behaviour change in line with HSBC’s Financial Capability commitments.
• Provide SME expertise to Customer products and propositions to support product, services process, together with Lending, Credit and Risk, MI and Data analysis.