Mark Eason in

Mark Eason

Captain · DISC type DS
Global Head of Contact Centre Change at HSBC
📍 St Albans, England, United Kingdom

Mark is a commercially-focused business transformation leader in financial services with 25 years of experience at firms like HSBC, Barclays, and Genpact. He specializes in improving customer satisfaction, driving revenue, and optimizing costs through digitization. Colleagues describe him as strategic, data-driven, and goal-oriented. He holds an MBA from the University of Bath.

He maintained market leadership in instalment loans, delivering c. £4bn in sales despite a 25% reduction in the targetable customer base.

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Experience
15 Years
Current Role
Global Head of Contact Centre Change
Job Level
Mid-senior
Location
St Albans, England, United Kingdom
Personality Overview

How Mark shows up

Decisive But Calm
Long-Term Thinker
Dynamic But Sincere

Reading between the lines and seeing beyond your words comes naturally to them. They exhibit a rare combination of being result-oriented but patient at the same time. They are very professional in their approach and can weigh multiple perspectives together.

Priorities

Topics Mark cares about

Digital Transformation
His entire career focuses on leading transformation, digitisation, and automation to improve business results, such as reducing call volumes by over 30%.
Customer Satisfaction
He has a proven record of improving customer experience, having raised Net Promoter Scores (NPS) from 24% to 39% in a previous role.
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Career

Work history

12-2024
Global Head of Contact Centre Change
HSBC
4-2021 - 11-2023
Business Transformation Services Partner Banking & Capital Markets
Genpact
9-2018 - 3-2021
Customer Engagement Director, Unsecured Lending (Credit Cards Existing Customer Marketing)
Barclays
11-2017 - 9-2018
Director Product Management Unsecured Lending (Loans New Customer Acquisition)
Barclays
10-2016 - 10-2017
Chief of Staff to Global Credit Cards CIO
Barclays
In the press

Media appearances

HSBC puts CX at the centre of its global operations. Featured in Customer Experience Magazine (cxm.world)
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Education
1999 - 2001
MBA
University of Bath
Social presence
in
Behavioral profile

DISC profile (public)

D

Dominance (D)

Dominance (D) reflects how goal and task oriented a person is, and their ability to accomplish results irrespective of how demanding the circumstances might be. Those scoring high tend to be motivated by winning, competition, and success.

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