Customer Experience Communications Manager

At HSBC, some careers have more impact than others. If you’re looking for a role where your work shapes how we engage with customers and colleagues, this is the place for you.

We are seeking a proactive, creative, and customer-obsessed Customer Experience Communications Manager to elevate our communication across customer journeys, digital channels, and internal colleague engagement. Your work will directly influence customer satisfaction, retention, advocacy, and the internal culture that supports our customer-centric vision.

Key Responsibilities

Customer-Centric Communication

• Develop communication strategies that build customer trust, simplify complex processes, and enhance key journeys across onboarding, servicing, and digital experiences.
• Craft clear, accessible, and customer-friendly content across multiple formats: emails, guides, digital platforms, videos, internal newsletters, and social posts.
• Deliver proactive product, service, and system update communications to keep customers informed and engaged.
• Collaborate with Product, Digital, CX, Branch, Marketing, and Contact Centre teams to ensure consistent messaging across all customer touchpoints.
  
  

Internal Communication & Culture

• Lead internal campaigns that reinforce a strong customer-first culture across all business lines.
• Create communication strategies that enable colleagues to confidently explain new products, services, and digital journeys.
• Support change management communication during process updates, system enhancements, and CX transformation initiatives.
• Build internal thought leadership to promote HSBC’s commitment to customer experience excellence.
• Equip employees with structured messaging and talking points for consistent, confident customer interactions.
  
  

Measurement & Continuous Improvement

• Track and analyze communication effectiveness (open rates, engagement metrics, sentiment, CX metrics including NPS).
• Use customer and colleague insights to refine content and improve communication clarity and impact.
• Align communication plans with business objectives to maximize service impact and protect brand reputation.
• Manage operational communication risks and ensure appropriate governance, approvals, and controls.
  
  

Experience & Qualifications

• Bachelor’s degree (REQUIRED) to meet UAE Visa and Work Permit requirements.
• Minimum 3 years’ experience in Customer Experience, Communications, Marketing, HR, or related fields.
• Experience implementing and understanding customer journeys and digital experiences.
• Strong understanding of the customer service concept and its impact on customer relationships.
• Proven track record of effective communication with internal teams and customer groups.
• Experience in internal communication, content creation, culture/change communication is highly desirable.
• Strong analytical, communication, decision-making, influencing, lateral thinking, and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment and influence stakeholders across different business lines and levels.
• Knowledge of financial institutions/banking products and processes is preferred.
  
  

What We Offer

• A workplace that fosters continuous learning, professional development, and internal mobility.
• Support for flexible and alternative working arrangements, subject to approval.
• An inclusive culture where employees are valued, respected, and empowered to share their ideas.
• Opportunities to drive meaningful change and shape the customer experience for HSBC UAE.