Paul Richardson
Global Head of Customer Experience - Hsbc Private Bank @HSBC
Signup · Get unlimited contacts
WORK HISTORY
Global Head of Customer Experience - Hsbc Private Bank @HSBC
London, GB
Oversees the global client experience and transformation agenda for HSBC Private Banking, with accountability for shaping customer strategy, governance, and service delivery across digital, contact centre, and relationship-led channels. Leads a global team driving improvements in client satisfaction, efficiency, and engagement across key markets, working closely with business and functional leaders to align customer outcomes with commercial and regulatory priorities.Introduced HSBC’s first global CX framework, establishing consistent standards, metrics, and behaviours to embed a customer-first culture. Champions data-driven insight, digital enablement, and process simplification to enhance service quality and support sustainable business growth. Recognised for fostering collaboration across regions and functions to deliver measurable improvement in experience and performance.
EDUCATION
University of Liverpool
Master of Business Administration (MBA)
SKILLS
ABOUT PAUL RICHARDSON
I am a strategic and outcome-driven global leader with over 20 years’ experience in financial services, specialising in customer experience transformation, commercial growth, and operational strategy. I have proven success in leading large-scale digital and cultural change across complex, regulated organisations, improving customer outcomes, engagement, and profitability. I combine deep experience in sales leadership and revenue growth with expertise in CX strategy, enabling strong alignment between customer engagement and commercial delivery. Recognised for shaping enterprise-wide strategies that link customer experience, sales performance, and service excellence, I influence at Executive Committee level to drive measurable impact. Skilled in stakeholder engagement, governance, and people leadership, with a track record of building high-performing teams that deliver at pace.• I shape and execute enterprise-wide CX strategies that reimagine customer journeys, drive loyalty, and deliver measurable business value.• I lead multi-disciplinary transformation programmes that strengthen service quality, operational efficiency, and cultural alignment.• I build high-performing, customer-focused teams that turn insight into action, accelerating digital adoption and service excellence.Key Skills and Expertise:Customer Experience | Transformation | Change Management | Sales & Revenue Growth | Executive Leadership | Wealth Management | Private Banking | Digital Strategy | Operational Excellence | Stakeholder Management | Customer Engagement | Customer Success | Customer Relationship Management | Governance | Risk & Compliance | Data & Insights | Agile Delivery | ESG | Service Design & Delivery | Journey Optimisation | Organisational Culture | Coaching & People Leadership
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.