HSBC · 3 weeks ago
Client Experience Proposition Lead - North America
Buffalo, New York, United States
Full-time
Hybrid
Mid, Senior Level
$68K/yr - $102K/yrHSBC is a global banking and financial services organization, and they are seeking a Client Experience Proposition Lead for North America. The role involves leading the client experience and propositions strategy for Global Payment Solutions, engaging clients to enhance their experience, and commercializing new or improved propositions.
Financial Services
No H1B
Responsibilities
Lead and Support the global client experience and propositions strategy including strategic change and transformation for Global Payment Solutions (GPS) Client Service. This includes planning and needs gathering, industry benchmarking, working with Product, Operations and Technology to deliver solutions to improve client experience for our broad range of clients
Client Advocate
Processes and Client Journeys
Voice of the client – support global/regional client advisory/counsel to ensure new/existing products meet client’s requirements, feeds into Product for prioritization of enhancements
Investigate key client feedback and work with Product, Operations and Wholesale to review, reimagine and improve customer journeys for key clients and focused growth products to enable frictionless servicing and enhanced client experience
Client Segmentation and proposition
Work with the team to define and drive the client segmentation strategy, build propositions and consistency within Operations and Coverage on our client tiers
Client Engagement – Engage clients to future proof the client service proposition, experimenting and adopting new technologies to improve efficiencies and client experience
Commercialization
Work with internal teams & clients to commercialize new or enhanced propositions for our clients, working seamlessly/end-to-end for clients and Client Service teams. The aim is to refine processes to ensure successful delivery and utilization of both existing & new solutions
Communications – Ensure communication plans and content are effective and complete to prepare internal Client Service teams to share them confidently with clients
Collect and analyze feedback to ensure our services and propositions are working well for clients, formulate plans for improvement or enhancement
Familiar and comfortable with large and global/regional data sets and information, able to perform analysis to ensure data led decisions
Qualification
Required
Degree holder at minimum
Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders at all levels. Comfortable working with a diverse range of global/regional/local stakeholders from across the globe. Flexible to accommodate meetings at different time zones/working hours 2-3 times a week (flexible work arrangement)
Strong process orientation, able to draw up process maps and timelines with the ability to improve and create efficiency
Strong communication skills, ability to create global/regional presentations to convey and convince clients and colleagues. Excellent PowerPoint skills required
Comfortable with large and global/regional data sets and information, able to perform analysis to ensure data led decisions. Excellent excel skills required
Knowledge of industry standards related to Cash Management products and services
Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues
Proven ability to deliver creative and flexible customer solutions
Ability to understand a customer's business and the fundamentals of running a business
Strong range of communication skills, including written, verbal, and the ability to deliver compelling presentations
Excellent time management, planning and organization skills
Benefits
Competitive pay and benefits package
Robust Wellness Hub
Industry-leading volunteerism policy
Generous matching gift program
Comprehensive program of immersive Sustainability and Climate Change Initiatives
Employee Resource Groups
Company
HSBC
HSBC is a banking and financial services organization that offers a range of services such as investment banking and asset management.
Founded in 1865
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$12.33B2025-12-01Post Ipo Debt· $1.45B
2025-09-10Post Ipo Debt· $1.5B
2025-03-03Post Ipo Debt· $6.5B
Leadership Team
Elie El Asmar
Chief Executive Officer
Georges Elhedery
CEO
Recent News
pv magazine USA
2026-01-23
2026-01-23
2026-01-23
Company data provided by crunchbase