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=7978&company=hsbcholdin&st=9D53BD7B26B7A4CFB7279665EFC6ECF27CEF4433

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 and passionate individual to join the team in the role of Head of EDB Customer Engagement. This role sits on the senior leadership team within Everyday Banking (EDB) within WPB UK.

Everyday Banking is an exciting business within WPB, with the vital responsibility to support our customers in meeting their everyday banking needs. The EDB team covers Current Accounts, Debit Cards, Overdrafts, FX, Global Money, Payments and Savings. 

The role of the Head of EDB Customer Engagement leads a team of individuals focused on different key areas of our customers’ lifecycles and seeks to drive positive experiences and outcomes for our customers through the use of customer communications and process and journey enhancements. The key purpose of the team is to drive measurable engagement improvements within the EDB product suite across our HSBC current account and savings account customers from the moment that they have onboarded with HSBC UK and throughout their lifecycle. 

This is a brilliant time to join the Everyday Banking Leadership Team and make an impact at a senior level through the development of improved strategies for engagement across short-, medium- and long-term deliverables and work on some of the key WPB areas of focus.

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

Your responsibilities will include:

•    Responsibility for the delivery and ongoing optimisation of post onboarding and early month on book approach for new EDB customers.
•    Ownership of and oversight on key existing customer journeys across the EDB product suite.
•    Responsibility across EDB to drive co-ordination, optimisation and prioritisation of communications demand.
•    Ongoing development and optimisation of customer communication nudges in relation to the utilisation of EDB products to drive good customer outcomes. This includes the Savings Nudge strategy and the exploration of further opportunities within the EDB customer and product base.
•    Ownership of key KPIs and development of robust EDB product engagement metrics.
•    Supporting the Head of EDB in nurturing a customer focussed approach across EDB, joining the wider team up to improve customer engagement. 
•    Work across all customer channels (digital, contact centre and branch) to find opportunities to drive optimal customer engagement and retention. 
•    Work with colleagues and key stakeholders including Customer Segment, CRM, Marketing, Analytics, Legal, Compliance, Risk, Distribution and Contact Centres through sustained role model behaviours, to deliver the above and to ensure enhancements are fit for purpose from commercial, customer experience and regulatory perspectives.
•    Leading numerous work streams simultaneously and to be flexible in supporting changing business needs.
•    Leadership of the EDB Customer Engagement team.
•    As a member of the EDB Leadership Team, you will work closely with the Head of EDB and the other LT members to support the overall running of the EDB business, this includes cost management, people strategy, EDB business prioritisation and strategy.
 

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

•    Leadership and people management experience gained in a financial services environment.
•    Ability to influence across the wider business at a senior level, advocating for the customer for the greater good of the business.
•    Experience of product and/or propositions and customer management, working in a senior capacity.
•    Excellent communication skills with proven experience of delivering to a senior audience by influencing and driving decisions in a concise and effective manner.
•    Worked collaboratively and supportively with other colleagues, including under times of pressure.
•    A successful track record of delivery, initiatives and of managing significant and complex business programmes, overcoming challenges to consistently meet/exceed objectives.
•    Proven initiative and self-motivation to make a difference for customers and colleagues alike.

This role can be based in Birmingham, Leeds, Chester.

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 - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. 

We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 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 have a need that requires accommodations or changes during the recruitment process, 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).