Service Design Lead

Service Design Lead, Global Design Team, IWPB

Some careers grow faster than others.

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your 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.

Join HSBC’s Global Design Team in International Wealth and Premier Banking (IWPB), where we reimagine how affluent customers experience our mobile and relationship-managed services. We’re looking for a strategically minded Service Design Lead who thrives in regulated environments and can turn insight into action, bringing consistency, innovation, and customer focus to complex, global challenges.

This role sits at the intersection of design, business, and technology. It requires someone who can work hands-on while influencing at a senior level — shaping solutions, aligning stakeholders, and embedding change across markets.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

We are currently seeking an experienced individual to join this team in the role of Service Design Lead.

In this role, you will:

• Shape Strategic Journeys: Design mobile-first, human-digital experiences that solve real customer problems and deliver a consistently premier standard across global markets.
• Translate Insight into Scalable Solutions: Use qualitative and quantitative data to identify customer pain points, uncover opportunity areas, and prioritise impactful service improvements.
• Drive Stakeholder Alignment: Facilitate workshops, co-creation sessions and deep-dive discussions to align cross-functional teams around shared customer and commercial outcomes.
• Navigate Regulatory and Operational Complexity: Balance global design consistency with local regulatory requirements and backstage operational realities.
• Lead Design-Driven Change: Influence investment decisions, advocate for design thinking, and support delivery teams through strategy, roadmaps, and service standards.

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

• Hands-On Design Capability: Comfort designing and prototyping journeys, blueprints and frameworks using tools such as Figma and journey/service mapping platforms.
• Customer-Centric Problem Solving: A sharp understanding of identifying and designing for customer needs and behaviours, with a track record of simplifying complexity into intuitive service experiences.
• Stakeholder Management and Negotiation: Strong interpersonal skills to influence and align senior stakeholders, including experience managing resistance and building consensus.
• Strategic and Analytical Thinking: Confidence working with large data sets, research from primary and secondary sources, and business metrics to shape service propositions and drive continuous improvement.
• Background in Regulated Environments: Experience in financial services, fintech, or other regulated sectors, with awareness of compliance and risk considerations in service design.

Opening a world of opportunity. You’ll achieve more when you join HSBC.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC, you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

We believe that being open to a range of perspectives and cultures is vital for our business. We work hard to ensure our diverse and inclusive workplace reflects the communities we serve. We want everyone to achieve their potential – regardless of their gender, ethnicity, disability, religion, sexual orientation, or age. If you have a different way of seeing the world, we are interested in hearing from you.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk: Email: [email protected] Telephone: +44 2078328500. Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.