Senior Manager Customer Experience and Advocacy

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Senior Manager Customer Experience and Advocacy

You’ll play a critical role in operationalising a customer-first strategy by owning and evolving our Net Promoter System (NPS) and Voice of Customer (VoC) capabilities as well as using observational/AI data to inform customer insight.

Working across Global, regional and market teams, you’ll drive continuous improvement of our internal NPS solution (relationship, journey and interaction), deliver strategic enhancements (including external/strategic NPS), and translate customer feedback and internal data into clear, actionable insight. You’ll act as product owner and SME for our enterprise VoC platform (Medallia), ensuring global blueprint standards, strong governance, and measurable outcomes that improve customer experience and advocacy.

You’ll demonstrate strong customer research and insight background in global scope, CX platform management (eg. Medallia, Qualtrics), analytical thinking, storytelling and stakeholder influence with a passion for customer centricity and impact.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you’ll:

• Own and continuously improve the internal NPS solution (relationship, journey and interaction), driving adoption, consistency, and action across markets
• Act as product owner and expert for the Medallia enterprise platform, managing integrity, governance, and the development roadmap (enhancements, fixes, and new capabilities)
• Ensure global blueprint standards are maintained and aligned, balancing global efficiency with local market needs
• Deliver strategic projects including external/strategic NPS, modernising tooling and improving effectiveness in line with Bank and IWPB strategic direction (including adoption of AI and advanced analytics)
• Drive adoption of observational and advanced CX analytics (e.g., text analytics, journey analytics, orchestration, chat analytics)
• Lead insight development: analyse customer feedback and internal data to diagnose pain points and advocacy drivers, converting findings into prioritised, actionable recommendations
• Leverage generative tools to accelerate customer feedback synthesis, execute reporting, journey analysis and experience optimisation
• Utilise AI and advanced analytical tools to identify sentiment trends, churn risks, behavioural patterns, and emerging customer needs

To be successful in this role you should meet the following requirements:

• You don’t have to have a background in finance, but you will need to have experience working in a global large corporate organisation with the ability to work at a strategic level but maintaining a hands-on approach as and when required
• Strong experience with Medallia capabilities and integration; able to govern enterprise platform delivery at scale
• Demonstrated expertise in Net Promoter System and Voice of Customer methodology, including research methodologies and insight generation
• Proven experience turning customer feedback and internal data into actionable insights, with strong analytical and storytelling skills
• Experience leading agile delivery of complex system developments with multiple stakeholders and limited resources
• Experience managing third-party suppliers and driving change programmes in organisations building customer-centric maturity
• Ability to manage high volumes of complex information, synthesise key themes, and produce clear, succinct reporting for senior management and governance forums
• Familiarity with CX governance frameworks and driving adoption/behaviour change to ensure insights translate into action

Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [email protected] .