Senior Conversational Banking Experience Manager
Laura is a Senior Conversational Banking Experience Manager, for HSBC’s Wealth & Personal Banking (WPB) division. She is responsible for designing and deploying global initiatives which enable frontline staff to co-work alongside virtual agents, enabling a continuous conversational experience for HSBC customers. She is also responsible for embedding the Conversational Banking people framework across HSBC’s contact centres, providing frontline staff with the skills and capabilities to excel in their roles. Laura also pioneered the setup of the newly formed Conversational Studio, where frontline staff build virtual agents for multiple markets in multiple languages. Since joining the bank in 2010, Laura has worked across various channels within WPB in customer facing roles as well as in strategic deployment. Laura is currently studying an MBA in Executive Management and Business Administration with Aston University.
In a world that’s becoming increasingly automated, HSBC chose to welcome more personal customer contact instead of less. Although providing trusted, top-quality service for millions of customers...