Manager, Customer Experience

Location:
Kowloon City, Kowloon, HK

Brand: HSBC

Area of Interest:

Closing Date: Hybrid Worker

Date: 21 May 2026

**Job description**

**GCB 5**

We are currently seeking a high calibre professional to join our team as a **Manager, Customer Experience** .

**In this role you will:**

+ Support the CX roadmap by coordinating and delivering assigned initiatives (e.g., journey improvements, service enhancements, VOC actions).
+ Track progress, risks, dependencies, and outcomes; prepare updates for governance forums and stakeholders.
+ Partner with Insights & Analytics to interpret VOC, complaints themes, journey analytics, and operational data.
+ Help translate insights into prioritised opportunities, clear problem statements, and measurable action plans.
+ Facilitate journey mapping, service blueprinting, and design-thinking workshops.
+ Apply CX standards/pl...