Head of Client Experience Design

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 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

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: [email protected]

Telephone: +44 207 832 8500