Job description
Some careers grow faster than others.
If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Private Banking and Insurance.
We are currently seeking an experienced individual to join our team as Head of Conversational Banking, AI and Innovation.
Role Purpose
This global WPB role will be a key member of the Digital & CX team, reporting to the Global Head of Digital & CX. This role will collaborate with the leaders of Digital Platforms, Digital Commercialisation, Design and CX teams to accelerate digital transformation as a key priority for HSBC Group.
The Conversational Banking, AI & Innovation team is globally accountable for our Chat and Messaging channels that deliver a fantastic customer experience through a combination of AI and human agent support. HSBC is on a mission to build the world’s best banking app, and as part of this we intend to build the world’s best conversational experience through innovating and experimenting with Generative AI solutions.
The role holder will be responsible for growing customer adoption of Conversational Banking channels, and increasing the level of automation through traditional and generative AI. They will have end-to-end responsibility from strategy through to delivery, and collaborate with leaders from Physical Channels and Segment teams to identify opportunities to deflect interactions and increase engagement.
To be successful the role holder will have a passion to improve customer experiences and drive efficiency through Conversational solutions. The role requires to work collaboratively across a range of teams both within the Digital & CX team and outside (for example, but not limited to UK, HK, D&A, Contact Centres, Wealth Solutions and Customer Segments).
Principal Accountabilities:
Impact on the Business
- End-to-end accountability for Conversational AI vision, strategy and execution to deliver business and customer outcomes across UK, HK and IWPB
- AI Flagships lead for customer-facing GenAI initiatives and pilots
- Defining the strategic evolution from traditional FAQ chatbots into GenAI Agents
- Product Ownership of all Chat and Chatbot capabilities
- Leadership of a matrix of different channel and functional stakeholders to optimise and drive Conversational Banking OKR performance across IWPB markets
- Defining global operational best practice and toolkits for Chatbot development
- Challenging the status quo and sponsoring Conversational alternatives to the traditional digital customer experience
Customers / Stakeholders
- Collaborate across markets, segments and value streams to build requirements and to implement and optimise conversational journeys
- Work with Markets and Conversational Studio teams to improve performance of key chatbot metrics through playbooks and performance management
- Partner with Data & Analytics to test and implement new AI solutions
- Provide technical requirements to Technology teams to iteratively improve existing chatbots and design and implement Agents of the future
- Create a shared vision for best-in-class Conversational Banking metrics in partnership with Head of Digital & CX to support CCO objectives
- Collaborate with Head of Contact Centre on transformation and cost reduction
Leadership & Teamwork
- Cross-functional value stream leadership of business, product, data, and tech teams to deliver market-leading digital and AI-enabled customer experiences at scale
- Leadership of offshore Conversational Studio chatbot centre of excellence
- Collaborates with key stakeholders across a matrixed organization to identify operational efficiencies.
- Ability to lead & influence at senior leadership level and across the organization
- Lead a team of high performing Digital Product Managers within direct team
- Relationship management of strategic partners (BigTech & FinTech) to co-create and scale innovative AI experiences and solutions
Requirements
To be successful in this role, you should meet the following requirements:
Knowledge/Experience
- Deep experience in customer-facing Conversational AI and GenAI products, ideally within a banking or Fintech environment
- Proven experience in product management, working with cross functional teams in an agile development process.
- Demonstrable experience of shaping and delivering multimillion dollar transformation programmes
- Ability to drive innovation and take products from 0-to-1
- Strong consulting and collaborative problem-solving skills
- Ability to set clear strategic direction, aligned with Markets, Customer Segments, and Physical Channels
- Strong leadership, influencing and interpersonal skills, driven and resilient
- Proven track record of delivering business performance in a global role
Opening up a world of opportunity
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.
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