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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.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.
The team also has a responsibility to protect the business by adhering to regulatory and reputational responsibilities, against a backdrop of delivering consistently good outcomes for customers whilst maximising commercial opportunities and minimising risk for the bank.
A unique opportunity for end-to-end project ownership and making a difference for our customers.
As an HSBC employee in the UK, you will 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 will:
Work with AI and Natural Language Understanding to get to the heart of what our customers intents are and aim to provide a service that meets their needs in a timely manner and first time
Design optimal digital chat journeys that provide the best customer experience meeting their needs in that moment
Optimise and update call flows designs, deflection, digital journeys, chatbot content through customer-focussed data-led analysis and decisions derived from multiple sources to achieve the highest KPIs across First Contact Resolution rate, Containment rates and customer NPS scores.
Work with Conversational Banking's key stakeholders such as, Transformation, Technology and supporting offshore teams to achieve good outcomes for our customers
Ensure both internal FIM and external regulatory requirements are adhered to
To be successful in this role you should meet the following requirements:
Proven personal financial services and banking experience or equivalent, having knowledge of how customers use digital journeys and channels, desirably Conversational Banking
A track record of deploying change both digital and non-digital which improves the business to provide outstanding customer experiences
Exemplary written, spoken and visual (diagrams) communication and stakeholder management skills
Excellent attention to detail and strong analytical skills using MI and data to evidence continuous improvement with a customer-focus is essential
A proven ability to problem solve and troubleshoot
This is a full time, hybrid role and the base location can be within any of our main hubs including Hamilton, Birmingham and Leeds
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, 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:
Email:
Telephone: +44 207 832 8500
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