Knowledge Management Analyst, Zing

We are building a reputation for truly differentiated and innovative levels of customer service that set us apart from our competition, generating advocacy and loyalty throughout our customer base. As part of our global expansion, we are looking for an experienced person to support the Customer Experience (CX) Manager, and this role will be instrumental in helping us achieve our aims. You will play a key role in supporting customer satisfaction and loyalty. You will be responsible for programmes that enhance our overall customer experience, focusing on building strong relationships and delivering outstanding service.

Reporting to our Customer Experience Manager, you will help design, lead and implement our CX and Knowledge Management strategy, focused on creating positive interactions, addressing customer needs and continuously improving processes to exceed expectations and delight our customers.

If you're looking for a career that will help you stand out, join Zing by 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, Zing by HSBC offers opportunities, support and rewards that will take you further.

What you will be doing:

• Knowledge management: Develop a comprehensive repository of customer experience materials, focussing on agent facing how-to-guides and standard operating procedures and how these interact cohesively with FAQs, chatbots, and training material.


• Empowering agents: Empower agents to deliver world class customer experiences, enabled by easy to access, accurate and up-to-date information, by maintaining version control and annual reviews. Explore innovative solutions and tools to optimise knowledge sharing and accessibility.


• Customer experience strategy: Through effective collection and analysis of customer feedback and insight execute Zing's customer experience strategy throughout our operation in line with company goals and values. Gain understanding and commitment from our teams to our customer experience objectives and metrics.


• End to end customer journey mapping: Collaborate with cross functional tribes to design and optimise customer journeys and interactions ensuring a seamless experience across all channels.


• Technology roadmap: Stay updated with emerging trends, best practices, and technologies related to content management systems (CMS), customer relationship management (CRM) systems and other third-party solutions which help our agents be at their best and create exceptional experiences for our customers.


• Continuous improvement: Continuously evaluate existing processes and procedures to enhance efficiency and effectiveness. Implement changes to streamline workflows, eliminate bottlenecks and optimise customer interactions.
  
  What you will need:


• Proven experience in knowledge management or content creation.


• Excellent written communication and editing skills, with a keen eye for detail and clarity.


• Proficiency in CMS, knowledge base software, or similar platforms.


• Practical experience of change control management


• Analytical mindset with the ability to gather and interpret customer insights


• Experience in training and supporting users on knowledge management systems.


• Solid understanding of customer journey mapping, improvement methodologies and techniques.


• A passion for delivering exceptional customer experiences
  
  Zing is a brand new fintech built to make international money worry-free for anyone who sends, spends, or converts international currencies. Zing has been developed within the HSBC Group to work for anyone, even if they don't have a HSBC account. Zing is a separate brand and product so we can be an agile fintech whilst getting the benefits of having one of the world's biggest international banks as a parent., Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.