Head of Customer Intelligence and Enablement

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We are seeking an Head of Customer Intelligence & Enablement (CI&E) to join the UK CMB team on a 16 month fixed term contract (maternity cover).

The Head of Customer Intelligence & Enablement (CI&E) leads UK CMB’s mission of becoming the most trusted bank by building a single, integrated capability that ensures we have the right customer signals, from the right sources, at the right time and that those signals are converted into clear priorities and demonstrable change.

CI&E sits within the UK CMB Customer Team and is organised into three mutually reinforcing pillars, Customer Intelligence, Customer Action and Customer Centricity, to ensure customer performance is visible, understood and acted on at every level, and that UK CMB consistently closes the loop so customers can see their feedback driving real change.

As an HSBC employee in the UK, you’ll 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:

• Set the direction for how UK CMB listens, prioritises and acts, creating a clear line of sight from customer signals to business priorities and demonstrable change in support of the mission to become the most trusted bank.
• Establish a trusted approach to customer performance for senior leadership, including a single coherent MI/KPI view for SLT that provides a leading indicator of NPS.
• Govern UK CMB’s Voice of Customer (VoC) end-to-end to ensure we have the right signals, from the right sources, at the right time, and that no signal is missed, from survey issuance through to response analysis.
• Translate customer intelligence, including external benchmarking and internal survey data, into focused priorities and compelling cases for change that drive commercial action across segments.
• Ensure delivery of visible, meaningful change by creating clear ownership from signal through to action, and a consistent closed-loop so customers can see their feedback has driven improvements.
• Embed Customer Centricity across UK CMB by making customer performance visible, understood and acted on at every level, equipping colleagues to act on priorities and bringing the voice of the customer to life internally.

To be successful in this role you should have the following skills:

• Strategic leadership experience in customer insight, customer experience, Voice of Customer or customer intelligence.
• Proven ability to translate customer intelligence into business action.
• Strong understanding of commercial banking with the ability to connect customer needs to business outcomes.
• Proven ability to build alignment across senior stakeholders and drive change within a complex organisational environment.
• Strong people leadership capability, with a track record of building, developing and empowering high-performing teams.
• Experience with Savanta or similar is a nice to have

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, socio-economic background 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 via [email protected].