Senior Customer Experience Manager at HSBC

We’re currently seeking an experienced professional to join our team in the role of Senior Customer Experience Manager

You’ll report to the Director of M&S Bank. You’ll be dedicated to M&S Bank’s Customer Experience strategy ensuring fair treatment of all customers and experiences that befit M&S’s status as a much loved and most trusted brand whilst ensuring appropriate balance across investment requirements. 

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’ll:

• Own and drive the end-to-end Customer Experience (CX) strategy across the M&S Bank joint venture partnership, aligned to customer principles and the M&S brand promise
• Lead CX transformation programmes that deliver sustained improvements in NPS and broader customer outcomes across key journeys
• Own NPS and supporting CX metrics end-to-end, including methodology, governance, performance management, and senior reporting
• Provide deep-dive insight on NPS drivers and “moments of truth”, translating findings into clear, prioritised actions for product, digital, operations and M&S teams
• Act as the authoritative, data-led Voice of the Customer, combining insight from NPS, complaints, research, operational data and vulnerability insight to influence strategy and investment
• Lead the approach to vulnerable customers, ensuring journeys and servicing are inclusive, accessible and fair, and monitoring outcomes through targeted MI and assurance
• Drive cross-functional alignment across RBW value streams and stakeholders, ensuring transparency of priorities, milestones, interdependencies and delivery outcomes via governance forums (including M&S Bank OPCO)
• Ensure strong conduct and regulatory alignment, identifying and escalating emerging customer risks and ensuring CX initiatives meet conduct standards and customer duty principles

To be successful in this role you should meet the following requirements:

• Strong Customer Experience strategy & transformation and leadership skills required
• Proficient capability in NPS methodology, governance, performance management, and translating insight into measurable outcomes
• Advanced customer insight & analytics experience is required
• Ability to convert complex data into compelling customer narratives and influence senior decision-making
• Proven ability to align and challenge senior stakeholders across RBW and M&S plc in a matrixed/joint venture environment
• Strong understanding of vulnerability, inclusive design/accessibility, and regulatory expectations to deliver fair customer outcomes
• Hands-on skill in redesigning journeys and touchpoints, focusing on root-cause fixes and benefits realisation
• Experience of operating effectively across product, digital, technology, operations, risk and compliance, using governance forums to drive pace and accountability

End Date:13th April 2026