Customer Experience Communications Manager (UAE National)

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We’re looking for a proactive and enthusiastic Customer Experience Communications Manager who’s passionate about improving how customers and colleagues interact with HSBC. The role will help shape the way we communicate with both colleagues and customers, reinforcing a customer-centric culture across the business. Through clear, customer-focused communications that add real value, you’ll directly support improved customer satisfaction, retention, and advocacy.

The scope includes supporting new product launches, enhancing digital journeys, and delivering internal campaigns that equip colleagues to speak confidently about new products and services. This role will also play a key part in consistently communicating—and reinforcing—our customer-centric culture.

Duties & Responsibilities:

• Enhancing Customer Trust & Confidence: Develop comms that reinforce reliability and credibility in HSBC through the progress on CX.
• Collaborate with cross-functional teams to ensure consistent messaging across all customer touchpoints, including digital platforms, branches, and customer service centers.
• Develop content for internal and external CX communications, including newsletters, social media posts, video content etc
• Track and analyze communication performance metrics (open rates, click-through rates, NPS, etc.),
• Equip employees with clear, structured messaging guidelines for consistent customer interactions
• Develop Thought Leadership to reinforce our commitment to customer experience excellence.
• Optimizing Customer Journeys: Shape messaging that clarifies complex financial processes, guiding customers through transactions, onboarding, and service enhancements.
• Driving Customer Engagement & Loyalty: Proactive CX communication that supports retention and long-term relationships.
• Support business Growth: Align CX communications with business objectives to maximize service Impact and brand reputation.
• Tracking & Measuring Impact: Assess customer and employee sentiment, engagement rates, and CX-related KPIs to continuously improve communication effectiveness.
• Processes & Journeys: Develop clear, accessible messaging that simplifies complex financial services for customers.
• Strengthen Digital & Branch Interactions: Ensure seamless messaging across digital banking, email, web, and in-person interactions.
• Enhance Customer Engagement: Guide customers through financial offerings, digital platforms, and CX initiatives with clear communication.
• Proactive Service Updates: Craft messaging strategies to keep customers informed about financial product changes, system updates, and service enhancements.
• CX Messaging for Internal Teams: Create communication strategies that ensure employees across all departments understand and champion customer experience initiatives.
• Engagement & Culture Building: Develop internal campaigns that reinforce a customer-first mindset, ensuring all teams feel empowered to support CX.
• Training & Knowledge Sharing: Equip employees with clear, structured messaging guidelines for consistent customer interactions.
• Change Management Communication: Support internal messaging during major process updates, ensuring smooth transitions for both employees and customers.
• Cross-Team Alignment: Strengthen collaboration between CX, marketing, product teams, and service
• operations to maintain messaging consistency.
• Stakeholder Collaboration: Work with leadership teams to align internal and external messaging strategies.
• Drive Internal Thought Leadership Build internal engagement campaigns to reinforce the company’s commitment to customer experience excellence.
• Crisis & Change Communications: Support messaging strategies during financial service updates, system enhancements, and major CX initiatives.
• Internal Employee Communications: Ensure CX messaging is well-integrated into employee training, onboarding, and engagement programs.
• Supporting Employee Experience Alignment: Ensure internal communications reflect the same CX principles applied to external customers.
• Feedback Loops for Continuous Improvement: Leverage employee insights to refine communication strategies for both internal and external audiences.
• Manage operational risks including identification, assessment, mitigation and controls, loss identification and reporting

Experience & Qualifications:

• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)
• Strong stakeholder management and confident communication with senior management (updates, briefs, leadership-ready messaging)
• Excellent writing, editing and storytelling skills to translate enhancements into clear “impact vs innovation” narratives
• Proven experience communicating customer experience (CX) improvements, including turning insights/feedback into actionable comms
• Solid planning and delivery skills (communications plans, timelines, hybrid working, cross-team coordination)
• Able to produce a range of content formats (emails, intranet posts, FAQs, presentations, talking points) with high attention to detail
  
  

For further details and application information please visit our careers site, searching for reference number 58171.

We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

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 The Hong Kong and Shanghai Banking Corporation Limited