Client Experience Proposition Lead - North America

HSBC•Buffalo, NY

15h

About The Position

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position. Responsibilities: Lead and Support the global client experience and propositions strategy including strategic change and transformation for Global Payment Solutions (GPS) Client Service. This includes planning and needs gathering, industry benchmarking, working with Product, Operations and Technology to deliver solutions to improve client experience for our broad range of clients Client Advocate Processes and Client Journeys Voice of the client – support global/regional client advisory/counsel to ensure new/existing products meet client’s requirements, feeds into Product for prioritization of enhancements Investigate key client feedback and work with Product, Operations and Wholesale to review, reimagine and improve customer journeys for key clients and focused growth products to enable frictionless servicing and enhanced client experience Client Segmentation and proposition Work with the team to define and drive the client segmentation strategy, build propositions and consistency within Operations and Coverage on our client tiers Client Engagement – Engage clients to future proof the client service proposition, experimenting and adopting new technologies to improve efficiencies and client experience. Commercialization Work with internal teams & clients to commercialize new or enhanced propositions for our clients, working seamlessly/end-to-end for clients and Client Service teams. The aim is to refine processes to ensure successful delivery and utilization of both existing & new solutions Communications – Ensure communication plans and content are effective and complete to prepare internal Client Service teams to share them confidently with clients Collect and analyze feedback to ensure our services and propositions are working well for clients, formulate plans for improvement or enhancement Familiar and comfortable with large and global/regional data sets and information, able to perform analysis to ensure data led decisions As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future! Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.

Requirements

Degree holder at minimum
Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels.
Comfortable working with a diverse range of global/regional/local stakeholders from across the globe.
Flexible to accommodate meetings at different time zones/working hours 2-3 times a week (flexible work arrangement).
Strong process orientation, able to draw up process maps and timelines with the ability to improve and create efficiency
Strong communication skills, ability to create global/regional presentations to convey and convince clients and colleagues.
Excellent PowerPoint skills required
Comfortable with large and global/regional data sets and information, able to perform analysis to ensure data led decisions.
Excellent excel skills required
Knowledge of industry standards related to Cash Management products and services.
Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
Proven ability to deliver creative and flexible customer solutions
Ability to understand a customer’s business and the fundamentals of running a business
Strong range of communication skills, including written, verbal, and the ability to deliver compelling presentations
Excellent time management, planning and organization skills

Responsibilities

Lead and Support the global client experience and propositions strategy including strategic change and transformation for Global Payment Solutions (GPS) Client Service.
Voice of the client – support global/regional client advisory/counsel to ensure new/existing products meet client’s requirements, feeds into Product for prioritization of enhancements
Investigate key client feedback and work with Product, Operations and Wholesale to review, reimagine and improve customer journeys for key clients and focused growth products to enable frictionless servicing and enhanced client experience
Work with the team to define and drive the client segmentation strategy, build propositions and consistency within Operations and Coverage on our client tiers
Engage clients to future proof the client service proposition, experimenting and adopting new technologies to improve efficiencies and client experience.
Work with internal teams & clients to commercialize new or enhanced propositions for our clients, working seamlessly/end-to-end for clients and Client Service teams.
Ensure communication plans and content are effective and complete to prepare internal Client Service teams to share them confidently with clients
Collect and analyze feedback to ensure our services and propositions are working well for clients, formulate plans for improvement or enhancement
Familiar and comfortable with large and global/regional data sets and information, able to perform analysis to ensure data led decisions

Benefits

tailored professional development opportunities
competitive pay and benefits package including a robust Wellness Hub
welcoming and inclusive work environment
industry-leading volunteerism policy
generous matching gift program
comprehensive program of immersive Sustainability and Climate Change Initiatives
Employee Resource Groups

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