Adam H.
Wealth and Personal Banking Graduate @汇丰
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WORK HISTORY
Wealth and Personal Banking Graduate @汇丰
Customer Experience Manager | M&S Bank | FSTManage a credit cards and loans portfolio of approximately accounts, ensuring seamless customer experience and operational efficiency- Drove a 105% increase in departmental NPS score- Achieved the highest year-to-date NPS score.Key Responsibilities- Analyse complex data sets using Microsoft Excel to identify process inefficiencies and recommend actionable improvements to Department Managers and the Head of FST, enhancing both employee workflows and customer satisfaction- Prepare and deliver clear, insightful presentations of findings and strategic recommendations to a diverse range of stakeholders, including the Head of FST, influencing decision-making and driving continuous improvement- Collaborate with cross-functional teams to implement process enhancements that directly impact Net Promoter Scores and overall client experience- Compiled and synthesised analytical findings into clear, actionable reports, ensuring processes remained streamlined, efficient, and aligned with operational best practices.
EDUCATION
King Edward's School, Birmingham
International Baccaelureate, HL subjects: Biology, Chemistry, Geography ; SL subjects: Mathematics, English, Italian
University of Leicester
Bachelor of Arts - BA, Economics
ABOUT ADAM H.
Economics graduate with a proven track record of delivering data-driven, customer-centric strategies across the financial services and telecommunications sectors. Currently positioned within HSBC’s Wealth and Personal Banking division, I specialise in leveraging customer insight, journey mapping, and performance data to drive measurable improvements in client experience and product delivery. I have led cross-functional teams, influenced senior stakeholders, and contributed to strategic initiatives at both operational and executive levels. Former 1XI Cricket Captain, combining analytical rigour with disciplined, results-oriented leadership.
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