Senior Strategic Customer Engagement Manager

Some careers shine brighter than others.

Something new and exciting is happening at HSBC. We are separating our retail bank from our investment bank and creating HSBC UK, with a brand new state-of-the-art head office in Birmingham. The move is a big step, and will take us one step closer to achieving our ambition to be the bank of choice in the UK. However, the move to Birmingham doesn't just represent a new dawn for our business. It's also an exciting opportunity for ambitious professionals who are keen to get involved in a unique challenge and progress their careers. We're looking for individuals who are motivated to grow and shape the UK bank, and who will thrive in a flexible working culture within a dynamic and diverse office environment, making the most of what Birmingham has to offer.

The Senior Strategic Customer Engagement Manager role is based within Premier & Strategic Customer Engagement Team within Retail Banking and Wealth Management (RBWM) of HSBC UK Bank.

The role of the Senior Strategic Customer Engagement Manager will be a custodian of voice of the customer, ensuring that the Bank meets and anticipates customer needs and expectations for Customer Experience.

Leading a team of up to 4 Full time employees (FTE), the role holder will support Head of Premier Propositions and Strategic Customer Engagement in commissioning and understanding existing customer insight, in order to drive actions in the Premier and Wealth (UK) customer base and, more importantly recommend strategy on how we engage with customers and change our proposition approach following the insight.

This will include influencing and engaging with relevant, often senior stakeholder to shape our engagement/communications with customers as well as change, design and implement new processes and approaches to increase customer needs including engagement events, direct communications/campaigns on behalf of the business.

To stakeholder manage a range of internal and external stakeholders (including but not limited to marketing, product development, proposition development, channel management) ensuring the customer is the focus of our decisions. The role will also need to ensure our recommendations are actionable, cost effective (badger ownership and management), and comply with relevant legislation and industry best practice.

HSBC aims to offer product combinations that deepen a customer's relationship with the bank, based on a holistic view of the customer and with a strong analytical approach underpinning the products and services provided.

This level of standardisation enables RBWM to leverage its unique competitive advantage of cross-border scale across operations - overall delivering a more cost effective and more consistent experience to customers.

Products must be managed and overseen in line with appropriate customer segments, addressing clear customer needs.

Market & Customer insight must be defined following clear fact-based research and the analysis of this information.

Any new product or service developments must be initiated with a compelling business cases.

Conduct ongoing pricing, competitor and customer demand analysis in order to ensure products are appropriate & competitive.

Accordingly, the range of products offered (both in retail banking and diversified wealth management) must recognise the requirements of different customer segments by risk profile, life stage needs, channel preferences and levels of sophistication.

Your responsibilities will include:

• Designing a Premier and Wealth event strategy in collaboration with Premier and Wealth Propositions and Strategic Customer Engagement to achieve maximum investment to support delivery of RBWM Premier and Wealth Annual Operating Plan (AOP).
• Understanding best behaviour in the market and shape our customer communication expectations. This includes designing and delivering engaging events as well as written, video and supporting communications.
• Being responsible for the annual Premier and Wealth events budget.
• Sourcing new event venues, suppliers and opportunities that match the brand and customer profile.
• Undertaking vendor risk assessments, agreeing contracts with third parties and proactively sourcing new opportunities that match the brand and customer profiles.
• Understanding, interpreting and anticipating trends in customer expectations.
• Focusing on building a reputation of customer service excellence through proactive use of insight and event feedback.
• Keeping abreast of developments in external premier and wealth banking and investment markets in the UK.
• Recognising the value of customer insight in establishing and maintaining HSBC as the leading UK retail bank.
• Supporting achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
• Encouraging and enabling constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.
• Working collaboratively with the wider team across UK Wealth and all stakeholders building and developing strong sustainable working relationships with key stakeholders/business partners both internally and externally.
• Managing & leading a team of Strategic Customer Engagement Managers in the completion of Strategic Customer Engagement work by coaching and developing them.
• Driving a value-led high performing culture: Attracting, retaining and developing highly effective diverse leaders/managers.
• Ensuring adequate resources are in place and work with the wider team to ensure that those resources are skilled and qualified to carry out their role.
• Driving engagement through leadership and communications.
• Managing and supporting individual personal development. Empower teams giving opportunities for greater responsibilities.
• Providing technical leadership and support technical excellence by searching out external best practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers.

Qualifications

The ideal candidate for this role will have:

• Relevant product knowledge including knowledge of Retail Banking product/proposition.
• Experience working in relevant environment/s, i.e. Retail Banking/Wealth Management.
• Experience working in relevant market/context, i.e. UK Retail Banking Market.
• Past working experience in a relevant role, i.e. understand analytics and customer insight.
• A broad understanding of financial budgets/statements/models, with experience of analysing data effectively for planning, forecasting and reporting.
• Proven ability to skilfully interact with customers face to face as well as engage, interact and collaborate with business stakeholders at all levels in the business.
• Past working experience on relevant systems.
• Experience of using relevant software packages, i.e. Strong level of PC literacy including software such as Excel, Powerpoint.
• Availability to undertake the travel required for this role, i.e. some limited travel as and when required.
• Relevant product knowledge including knowledge of HSBC Premier/ International proposition/offering is desirable but not essential.
• Experience working in relevant environment/s, i.e. Marketing, Communications, Insights or Events - post-graduate qualifications is highly desirable. is desirable but not essential.
• Experience working in relevant market/context, i.e. having worked in customer facing roles, events or Marketing to enhance customer journeys and engagement is desirable but not essential.
• Role relevant qualifications, i.e. Degree educated or equivalent experience is desirable but not essential.
• Experience of using relevant software packages, i.e. HSBC Browser, customer system is desirable but not essential.
• Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers.
• A flexible and adaptable management style with experience of developing yourself and others
• Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations.
• Built effective networks both internally and externally and created opportunities for others to work collaboratively.
• A track record of making strategic business decisions, considering relevant risks, long term implications, commercial realities and stakeholders'' needs.
• A successful track record of delivering complex projects and/or programmes, utilising appropriate techniques and tools to ensure and measure success.
• A broad understanding of financial budgets/statements/models, with experience of analysing data effectively for planning, forecasting and reporting.
• A comprehensive understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes.

In addition to the details listed above, the ideal candidate will have:

• Excellent written and verbal communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences.
• A desire to find ways to continually improve the service delivered to customers...... click apply for full job details