Customer Experience Communications Manager

About the role

HSBC is seeking a proactive and enthusiastic Customer Experience Communications Manager to shape how the bank communicates with both customers and colleagues. The role focuses on reinforcing a customer‑centric culture through clear, value‑adding communications that support satisfaction, retention and advocacy.

Key responsibilities

• Develop and deliver internal and external communications that reinforce trust and credibility in HSBC’s CX initiatives.
• Collaborate with cross‑functional teams to ensure consistent messaging across digital platforms, branches and service centres.
• Create content such as newsletters, social media posts and video material for CX communication.
• Track and analyse performance metrics (open rates, click‑through rates, NPS) to optimise impact.
• Provide messaging guidelines and thought‑leadership to equip employees for consistent customer interactions.
• Support new product launches, digital journey enhancements and internal campaigns.

Required profile

• Proactive, enthusiastic and passionate about improving customer and colleague interactions.
• Strong collaboration skills with the ability to work across functions.
• Experience in developing clear, customer‑focused communications.
• Ability to analyse communication metrics and adjust strategies accordingly.

Required skills

What we offer

• Opportunity to influence HSBC’s customer‑centric culture.
• Exposure to high‑impact projects across digital and branch channels.
• Professional development within a global banking leader.