Nick Burns
Product Manager @汇丰
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WORK HISTORY
Product Manager @汇丰
Birmingham, GB
Lead on customer retention in UK. I bring different teams together to understand customer attrition behaviour, and establish strategies to protect customer relationships and commercial value. I use data and customer insight to tell a story on customer retention and share that with a wide range of audiences to build consensus and support for change. I also manage a range of customer journeys and motivate my team to resolve pain points and deliver better customer and commercial outcomes
EDUCATION
University of Nottingham
Neuroscience, Neuroscience
SKILLS
ABOUT NICK BURNS
Product Manager in the Customer Lifecycle Management team leading the Retention and Support team. With my team of four, I\'m responsible for reducing customer attrition and flows out of \'engaged\' status for HSBC UK customers. I accomplish this through enhancing customer journeys, managing our contact strategy to deliver improved customer retention, supported by using analytics to understand customer attrition behaviour. Strong stakeholder management skills used to build support for and to achieve change. Experienced at managing projects including internal design and rollout of software, and enhancing internal processes. Strong data analysis, process and journey mapping skills. Excellent communication skills and great at adapting styles for different audiences and building collaborative relationships quickly. Experienced people manager, and passionate about people development. Using these skills to improve customer experience is where I get my job satisfaction!
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