HSBC Group

If you are a UK or CIIOM based employee, please apply using the following link which will take you to our new Recruitment System: https://performancemanager.successfactors.eu/sf/jobreqpvt?jobId=8238&company=hsbcholdin&st=97EA6C9CBC21BCB142779DB5BEC80E3D146CB215

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.   

Our UK CMB Customer mission within UK Commercial Banking is to deliver exceptional experiences for our Corporate and SME clients by embedding customer needs at the heart of our engagement strategy – building trust, strengthening relationships, and enabling growth through insight, simplicity and service excellence.

We are looking for a dynamic and customer focused professional to join our team in the role of Customer Content and Fulfilment Service Lead.

You will report to the Customer Lifecycle Engagement Director and will be accountable for maintaining technical capabilities of customer engagement across inbound and outbound channels (e.g. email, inapp, digital, relationship manager comms). In addition, you will oversee and maintain the uninterrupted availability of active customer campaigns. At the core of customer engagement is a decisioning experience capability that optimises customer lifetime value covering all stages of the customer lifecycle, predicting needs based relevant offers, messages and interactions. You will be a strong people leader who has proven experience of managing business and technical service teams within a customer engagement environment.

A move across the business allows you to continue to access tailored professional development opportunities and our fantastic benefits packages. 

In this role you will:

•    Lead a technical cross-functional squad to maintain fulfilment services across inbound and outbound channels (e.g. email, in-app, digital, relationship manager comms). The squad will consist of roles such as IT lead, lead decisioning architect, system architect, testers, product owners, infrastructure engineers, data modellers and channel integrators. 
•    Partner with the ‘Customer Demand & Prioritisation Lead’ to fulfil engagement through an omnichannel environment. 
•    Partner with the Messaging, Staff, Voice and Digital Platforms value streams to align UK CMB technical capabilities to HSBC strategy (e.g. use of MDP to deploy standardised engagement) and. Act as the business service owner. 
•    Oversee and manage campaign business levers and arbitration.
•    Collaborate with data and analytics teams to generate insights on ongoing campaigns and provide feedback to the CLCM squads. 
•    Oversee the testing of new campaigns and support with simulation testing on behalf of the CLCM demand squad. 
•    Be responsible for integrating ‘Next Best Actions’ into additional customer channels. 
•    Manage the governance of an AI Decisioning model. 
•    Work closely with Risk, Compliance, and Legal to ensure all customer communications are compliant with UK banking regulations and GDPR.

To be successful in this role you should have:

•    Experience in lifecycle marketing, customer strategy, or CRM role, ideally within financial services commercial or business banking.
•    Analytical skills —  an ability to interpret customer data and KPIs, and translate into strategy. 
•    A track record of running data-driven campaigns and lifecycle engagement using tools such as Salesforce, Adobe Campaign, Marketo or Pega CDH. 
•    Proven experience of leading a technical IT pod. 
•    Understand economics around CMB P&L levers, e.g., product penetration, fee income, and retention. 
•    Clear understanding of FCA regulations, data privacy, and B2B communications.

This is a hybrid role with preferred base location in either Birmingham or London.

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser – 
https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26fromSF%3dY&company=hsbcholdin 

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500

You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).