Customer Experience Analyst

Some career choices have more impact than others. At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share. As an HSBC employee in Australia, you'll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships. Our ambition is to become Australia's #1 International Retail Bank, to focus on the internationalist customer and to build a progressive bank for the future. We are investing in long term growth including expanding our Branch network and digital capability to deliver a premium service to our high net worth customers. As a Customer Experience Analyst, you will play a pivotal role in enhancing our company's customer-centric approach in Wealth and Personal Banking. You will do so by analysing and interpreting customer data to provide actionable insights. Your primary objective is to drive improvements in customer satisfaction, loyalty, and retention by identifying opportunities for process optimisation, product enhancements, and personalized customer interactions. Leveraging data and customer feedback, you will help shape and execute strategies to deliver exceptional experiences and foster lasting customer relationships. You will also work with senior stakeholders to deliver local and regional projects. We're looking for a confident individual who can influence others and help drive a customer centric culture. Responsibilities: • Manage customer feedback working closely with third parties and data and analytics • Collect, analyse, and interpret customer data from various sources, including surveys and social channels, transactional/operational data and complaints to identify trends, and distil insights to inform customer experience initiatives. • Provide data-driven recommendations and action plans to enhance customer experience, may include process improvements, product or digital journey enhancements, and/or communications strategies • Collaborate with various internal stakeholders including product digital, customer servicing channels, to implement customer experience improvements to ensure alignment with business goals. • Define, track, and report on key performance indicators (KPIs) related to customer experience, including Net Promoter Score (NPS), Complaints and other key customer metrics in a timely manner. • Work with Global and Regional teams to facilitate the implementation of new CX programmes in Australia Requirements Requirements: • Experience working in Banking/Financial Services is preferred • Good understanding of customer experience principles and methodologies • Excellent presentation and communication skills, both written and verbal, with experience in presenting findings and recommendations to senior stakeholders • Proficiency in customer research methodologies • Proficiency in Excel and PowerPoint • Ability to work collaboratively in a cross-functional team environment • A customer-centric mindset and a passion for delivering outstanding customer experiences • Strong project management skills to drive initiatives from concept to implementation Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations. We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged. Learn more about careers at HSBC Australia - 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 HSBC Bank Australia Limited. Please note that HSBC will we never communicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels.