Manager Customer Experience - Barangaroo



Some career choices have more impact than others.

We’re looking for progressive minds who are driven and forward-thinking, who are open to different ideas and cultures, who can connect with customers and colleagues and who’ll work with courageous integrity every day.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services and wellness programmes including discounted gym memberships.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

This is a full time permanent role for an ambitious individual to join the team as a Manager Service Optimization at our Barangaroo Centre.


  • The Manager Service Optimization is responsible for driving “Voice of the Customer” initiatives across the Contact Centre and implementation of customer centric processes across RBWM as well as identifying and delivering initiatives which help address the root causes of complaints.
  • The individual will be expected to use customer information from both VoC feedback, complaint data and any other insight data to analysis and identify opportunities for improving the overall customer experience, increasing customer satisfaction, mitigating risk and delivering operational efficiencies. They will need to ensure delivery of fair outcomes for our customers whilst taking into consideration, regulatory requirements and obligations of the bank.
  • Responsible for reporting on root cause analysis at various forums and to use this information to influence the implementation of strategic priorities and have oversight of key initiatives across the business to address any key deficiencies in the banks processes or policies.
  • Take the lead on managing the Customer Experience governance forums and ensure that the CX framework is consistently delivered across the Contact Centre in both Voice and Non-voice Channels, working with our GSC partner and regional and global teams to launch programs and activities to improve customer experience across all customer segments and touch points.