HSBC Group

For any UK based employees wanting to apply for this role, please do not apply via this page.  Instead, please use the following link which will take you to our new Explore jobs / Eightfold Career Hub.

hsbc.eightfold.ai/careerhub/explore/jobs

Any non-UK residents, please continue with your application on this page. 

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.

We are currently seeking an experienced professional to join our team in the role of Head of Client Experience Design. The base location for this role is London.

The Head of Client Experience design is responsible for defining and driving the implementation of the customer experience strategy across Client Connectivity.  The role holder will work with other value streams and stakeholders across the CIB organisation to ensure that digital user journeys are optimised and aligned to the strategic direction and that success and satisfaction can be measured and quantified in terms of contribution to the CIB level and Client Connectivity objectives. 

The role spans the customer experience across the Client Connectivity channels – HSBCnet, Mobile, NEO, Connect, SWIFT for Corporates and APIs.

In this role you will:

• Lead a team of senior product managers, UX designers and copywriter, sitting in onshore and offshore locations, who collaborate with and provide journey level SME insight and consultation to other SVS and product areas to deliver successful, intuitive and compliant customer journeys.  Participate directly in identified strategic initiatives.
• Assist the Global Head of Client Connectivity and Client Connectivity Chief Product Officers with the definition and adoption of the Client Connectivity FSA strategy, supporting the broader team including countries and regions to meet SVS OKRs and KPIs. 
• Serve as the main counterparty for Client Connectivity/GPS IT to communicate and monitor uptake/deviation from the strategic direction and requirements in relation to design standards, use of the strategic component library and adherence to Accessibility principles.
• Maintain regular dialogue with the CIB Head of Client Experience Design, Head of Digital Design and the Digital leads in the Product lines of Business and Home markets, to share customer insights, address emerging trends and align on best practice adoption

To be successful in this role you should meet the following requirements:

• Demonstrable understanding of digital customer experience in the context of different product areas relevant to the business customer segment
• Expertise in digital journey design; design thinking; incorporating customer feedback to optimise journeys for tangible benefit outcomes
• Experience of successfully working with diverse stakeholders across multiple markets and different organizational levels
• Ability to communicate & inspire teams to achieve ambitious outcomes

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%26targetStudentSysGUID%3d%26actingAs%3d%26fromSF%3dY&company=hsbcholdin