Customer Success Lead/Associate Director, Management

1 day ago

Hyderabad, Telangana, India HSBC Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Some careers shine brighter than others.

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 simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Associate Director, Management

In this role, you will:

Identify and analyze high-friction customer journeys within CTO products; conduct comprehensive journey mapping and develop strategic improvement plans to enhance overall customer satisfaction.Design and implement the Journey Satisfaction (JSAT) Score framework to accurately measure and reflect customer satisfaction across key touchpoints.Provide expert consultancy and coaching to Customer Success teams on journey mapping methodologies; deliver "train-the-trainer" sessions to build internal capability.Present findings, insights, and progress updates to senior stakeholders; secure sponsorship and support for key initiatives and escalate issues when necessary.Collaborate closely with Product teams to drive process and product enhancements aimed at improving the overall digital customer journey experience.Champion customer centricity by helping Product teams understand customer pain points, ensuring product development focuses on delivering exceptional customer experiences rather than feature output alone.Partner with Product teams to educate customers, improving product knowledge and adoption through targeted enablement and communication initiatives.

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

Proven experience in customer success, product/ journey mapping or a related field, with a track record of designing and delivering impactful improvement programs.Strong leadership and team management skills, with the ability to inspire and mentor team members to achieve shared goals.Excellent communication and collaboration abilities, capable of working effectively with cross-functional teams, stakeholders, and senior leadership.Strategic thinking and problem-solving capabilities, with experience translating customer feedback into actionable plans and measurable outcomes.Strong analytical skills, with the ability to interpret data, track key performance indicators (KPIs), and present actionable insights.Expertise in managing documentation and processes using platforms such as Confluence, ServiceNow, and SharePoint, ensuring clarity and accessibility for teams

You'll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India

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