Client Experience Lead - Global Private Banking Client Experience Lead - Global Private Banking …

in Hong Kong
Permanent, Full time
Be the first to apply
Not Specified
in Hong Kong
Permanent, Full time
Be the first to apply
Not Specified
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC.  As your application progresses,

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC.  As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.  If so, one of our  Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.

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 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 a high calibre professional to join our team as a Client Experience Lead.

Principal Responsibilities

  • Lead client experience activities across Asia including across the Digtialisation and Asian Wealth programmes. Coordinate with Global Private Banking Customer Experience Director and Design team

  • Embed the Net Promotor System to Global Private Banking Asia

  • Ensure key client journeys are identified and agreed with stakeholders

  • Review and analyse complaint data and client feedback to identify customer experience issues

  • Review competitors’ client experience, both digital and non digital and compare to HSBC to identify gaps

  • Work with designers to support journey mapping, prototyping and journey visualisation, working together to prioritise the right solutions for the business

  • Prioritise key client journeys with stakeholders, utilising client feedback and complaints data and ensure that they are mapped and create an overall compelling experience for our clients

  • Identify the key pain points in client journeys, identify root causes and quick wins to improve client experience

  • Design and agree To Be client journeys with key stakeholders and plan how to move from existing client journey to the To Be state. Identify, document and make recommendations on opportunities to improve existing customer journeys across Global Private Banking Asia. Leveraging customer requirements and gathering inputs from key stakeholders to enable the creation and prioritization of an aspirational improvement roadmap

  • Introduce a focus on Ultra High Net Worth client experience and identify key pain points that require addressing

  • Lead the fixing of root causes by identifying the most efficient and effective solutions with key stakeholders, including Digital, Information Technology, Operations and Transformation

  • Review and improve client experience metrics and Management Information reporting

  • Identify solutions ranging from simple suggestions, such as communications improvements to far reaching solutions such as process re engineering involving Information Technology prioritization

  • Use research, systems thinking, landscape mapping and service design skills to support the strategy, development and evaluation of our offering

  • Address demanding product and systems problems, and translate what you learn into impactful models and artefacts that create alignment across product, engineering and design teams

  • Design hypotheses and studies that examine both user behaviours and attitudes

  • Generate actionable insights that both fuel ideation and evaluate product experiences

  • Conduct research using a wide variety of qualitative methods and a subset of quantitative methods, such as surveys

  • Work closely with the Client Panel Research Manager to ensure client and colleague feedback is obtained when designing new and improved client and colleague experiences

  • Communicate results and illustrate suggestions in compelling and creative ways 


  • 5 to 10 years of relevant experience
  • Strong understanding of research and testing methodologies with a proven track record or portfolio showcasing these activities
  • Significant experience and knowledge of private banking and Wealth Management, preferably in Asia, or experience with a major global bank or a top tier management consulting firm
  • Significant experience of introducing client focus and client experience disciplines across a complex organisation  
  • Analytical thinker with focus on Customer Experience, Customer Journeys, Service Design and Operational Workflow
  • Leadership experience in complex organizations and record managing multiple stakeholders across business, technical and operational teams
  • Vast experience of User Centred Design methodology, experience of working with designers and creative teams
  • Hands on and delivery focused with strong competency with professional project planning, and other project management skills. Functional Design experience to map customer processes an advantage
  • Experience of relevant systems like JIRA, Confluence, APIs, AEM
  • Experience in a global or regional roles, working effectively to deliver targets across diverse cultures
  • Ability to translate business and customer need to business and product requirements, customer journey mapping, technical assessments, organisational buy in, launch, and ongoing management and business process re engineering
  • Energetic, Strong communication skills, good team player and stakeholder management
  • A flexible approach to work 
  • Ability to coach and influence senior colleagues in an efficient and professional manner
  • Graduate degree from a top tier university
  • Bachelor's degree in Computer Science, Human Computer Interaction, Cognitive Science, Learning Sciences, Statistics, Psychology, related field, or equivalent practical experience. Prefer PhD in Psychology, Human Factors, Anthropology, Human Computer Interaction, a related field or equivalent practical experience
  • Experience in an applied research setting, including experience integrating user research into product designs
  • Proven experience with qualitative and quantitative user research activities. Formative and summative clients research activities, including exploratory methods, interviews, ethnographic studies, mental modelling, card sorting, focus groups etc
>To be considered for this role, the relevant rights to work in Hong Kong 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.

Company Overview

HSBC is one of the world’s largest banking and financial services organisations. We serve more than 39 million customers through four global businesses: Retail Banking and Wealth Management, Commercial Banking, Global Banking and Markets, and Global Private Banking. Our network covers 66 countries and territories in Europe, Asia, the Middle East and Africa, North America and Latin America.

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

Whether you are looking for a first job or taking the next step in your career, we offer many ways for you to realise your ambitions. Come and work with us and you'll have opportunities to make connections all over the world and help build the bank for the future.

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