Customer Experience Transformation Lead Job Vacancy in Port Louis, Mauritius – Banking & Financial Services

Job Description

Position: Customer Experience Transformation Lead

Company: HSBC Mauritius

Location: Port Louis, Mauritius

Experience: 7+ years in customer experience, digital transformation, or related fields

Education: Master’s degree in Business Administration, Finance, Marketing, or related discipline

Employment Type: Full-time

Industry: Banking & Financial Services

Department: Customer Experience & Digital Innovation

Salary: SSP 1,200,000 – SSP 1,800,000 per annum

Vacancies:1

Company Overview

HSBC Mauritius is a leading global bank with a strong presence in the Indian Ocean region. As part of the HSBC Group, the Mauritian subsidiary offers a full suite of retail, commercial, and wealth management services to individuals and businesses across the island. The bank is committed to fostering financial inclusion, sustainable growth, and innovative digital solutions that meet the evolving needs of its customers. With a reputation for excellence and a culture that values diversity, integrity, and collaboration, HSBC Mauritius provides a dynamic environment for professionals seeking to make a meaningful impact on the financial sector in Mauritius. The organization actively supports community initiatives, promotes responsible banking, and invests in cutting‑edge technology to stay ahead in a competitive market. This commitment makes HSBC a top choice for career‑focused individuals looking for long‑term growth and development in the banking industry.

Job Overview

The Customer Experience Transformation Lead will spearhead the design and execution of a comprehensive strategy to enhance the end‑to‑end journey of HSBC Mauritius customers across all digital and physical touchpoints. Reporting to the Head of Digital Innovation, the role will collaborate with cross‑functional teams—including product, marketing, IT, and operations—to identify pain points, develop innovative solutions, and implement measurable improvements that drive satisfaction, loyalty, and revenue growth. The successful candidate will leverage data analytics, customer insights, and emerging technologies to create a seamless, personalized experience that aligns with HSBC’s global standards while reflecting local market nuances. For more information about HSBC’s commitment to talent development, visit Mauritius Job Search.

Key Responsibilities

• Develop and execute a holistic customer experience roadmap that integrates digital, branch, and contact‑center channels.
• Conduct deep‑dive analyses of customer journeys using qualitative and quantitative data to uncover friction points and opportunities.
• Lead cross‑functional workshops to co‑create innovative solutions, ensuring alignment with regulatory requirements and brand guidelines.
• Define and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and digital adoption rates.
• Partner with technology teams to prototype, test, and roll out digital tools, including mobile app enhancements, chatbots, and self‑service portals.
• Drive change management initiatives, including training, communication, and stakeholder engagement, to embed a customer‑centric mindset across the organization.
• Prepare regular executive reports and presentations that highlight progress, insights, and ROI of transformation initiatives.

Required Skills

• Strong analytical mindset with expertise in journey mapping, data visualization, and customer insight generation.
• Proven experience leading digital transformation projects in the banking or financial services sector.
• Excellent communication and influencing skills, capable of building consensus among senior leaders and frontline staff.
• Deep understanding of regulatory environments in Mauritius and the broader African banking landscape.
• Proficiency with CRM platforms, UX design tools, and agile project management methodologies.
• Strategic thinking combined with a hands‑on approach to problem solving and execution.

Education

A Master’s degree in Business Administration, Finance, Marketing, or a related field is required. Professional certifications such as Certified Customer Experience Professional (CCXP) or Agile Scrum Master are highly desirable and demonstrate a commitment to best practices in customer experience management.

Experience

The ideal candidate will have at least seven years of progressive experience in customer experience design, digital banking, or related transformation roles. Prior experience within a multinational bank or financial institution operating in Mauritius or the broader African region is essential to navigate local market dynamics and regulatory considerations.

Salary

HSBC Mauritius offers a competitive compensation package ranging from SSP 1,200,000 to SSP 1,800,000 per annum, commensurate with experience, qualifications, and performance. The package includes performance‑based bonuses, pension contributions, and a range of employee benefits designed to support financial wellbeing and work‑life balance.

Benefits

• Comprehensive health and wellness coverage, including medical, dental, and vision plans.
• Generous paid leave, including annual leave, sick leave, and parental leave.
• Retirement savings plan with employer matching contributions.
• Employee assistance program offering counseling and financial advice.
• Discounted banking products and preferential rates for personal accounts.

Training

• Access to HSBC Global Academy for continuous learning and professional development.
• Leadership development programs tailored for high‑potential talent.
• Certification sponsorship for industry‑recognized credentials such as CCXP, PMP, or Agile Scrum.
• Regular workshops on emerging fintech trends, data analytics, and customer experience best practices.

Working Environment

HSBC Mauritius promotes a collaborative, inclusive, and innovative workplace where diversity of thought is celebrated. Employees benefit from modern office spaces in Port Louis, flexible working arrangements, and a culture that encourages creativity and continuous improvement. The bank’s commitment to sustainability and corporate responsibility creates a purpose‑driven environment where staff can contribute to meaningful community initiatives.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the HSBC Careers portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited to participate in a multi‑stage interview process, including a competency interview, a case study presentation, and a final discussion with senior leadership.

Equal Opportunity Statement

HSBC Mauritius is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, age, disability, race, religion, sexual orientation, or any other protected characteristic. All qualified applicants will receive consideration for employment without discrimination.