The primary responsibilities involve working with AI and Natural Language Understanding to comprehensively analyze customer intents, design optimal digital chat journeys, and provide timely, first-contact resolution services. This includes optimizing call flow designs, digital journeys, and chatbot content through data-driven analysis to achieve high Key Performance Indicators (KPIs) across first contact resolution rates, containment rates, and customer Net Promoter Score (NPS).
The ideal candidate must have a proven background in personal financial services and banking, with specific expertise in frontline chat operations and digital customer interaction channels. Strong analytical skills are essential, with the ability to use management information (MI) and data to drive continuous improvement. Experience in deploying both digital and non-digital changes that enhance customer experiences is crucial, along with a comprehensive understanding of AI technologies and conversational design principles.
HSBC offers a competitive compensation package for this role, including professional development opportunities, private healthcare, enhanced maternity and adoption support, and a contributory pension scheme. The organization is committed to creating diverse and inclusive workplaces, welcoming candidates from all backgrounds and offering an interview to individuals with disabilities who meet the minimum role requirements.
