Mark Eason

Captain
DISC Type : DS

Global Head of Contact Centre Change at HSBC

St Albans, England, United Kingdom

Overview

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.

Personality Overview

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.

Topics They Care 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.
AI in Financial Services
He holds a certification in "Generative AI for Business Leaders" and uses AI-related hashtags in his professional posts, indicating a strong interest in its application.

Media Appearances

HSBC puts CX at the centre of its global operations. Featured in Customer Experience Magazine (cxm.world)

See Now

Work History

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

Education

1999 - 2001
MBA from University of Bath

More Information

Social Presence :

Prographics :

Exp : 15 Location : St Albans, England, United Kingdom Job Level : Mid-senior Designation : Global Head of Contact Centre Change at HSBC
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Insights For Selling To Mark

During A Call Or A Meeting

DO's

  • During followups, use phone or text if needed, they should be fine
  • Focus on the results that your product produces, expect some strategic questions in return
  • Suggest clear next steps with confidence, don't be vague or hesitant

DONT's

  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them
  • Avoid putting conscious effort into relationship-building
  • Don't get into pricing discussions early on, steer conversation towards proven results

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Mark is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Mark

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Mark move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Mark take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Mark

Personality Compatibility


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