Director, Client Experience Design

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Director, Client Experience Design.

CIB's ambition is to be the #1 Global Corporate and Institutional bank in the world, and exceptional client experiences will be central to achieving it.

This role will lead a pillar of the newly formed Client Experience Design (CXD) team, responsible for ensuring CIB leadership have a comprehensive understanding of how clients experience CIB today and defining a compelling CX strategy to achieve its goal.

The role holder will partner with senior CIB stakeholders to create a unified client experience, making us feel like one bank across markets, products and channels. This person will be highly client centric and commercially savvy, skilled at balancing client needs with business objectives and operational factors. As a senior leader in the CXD team, the role holder will play a hands-on role in designing and delivering exceptional experiences for our clients, proactively developing and mentoring teams across CIB to make this a reality.

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.

In this role you will:

• Accountable for defining and implementing the strategy for a unified and exceptional client experience across priority CIB initiatives, ensuring adherence to CX standards and integration of client insights to achieve the desired client and business outcomes. 
• Responsible for managing the CXD portfolio of work, including the identification, scoping and prioritisation of engagement opportunities to deliver on our strategic objectives.
• Role model client-centricity and collaboration across the CIB organisation, proactively building strong relationships and influence across stakeholder levels, driving awareness, advocacy and partnership for CXD.
• Lead and develop a team of client experience designers, setting the team’s strategy and OKRs, while managing and coaching direct reports to achieve the CXD objectives.
• Responsible for team performance, people management, personal and career development, and overall wellbeing of the CXD team, to support and create the conditions for high performance.
• Play an active role in CXD engagements, providing direction, oversight, and support to ensure client and commercial outcomes are delivered, insight and feedback are integrated, and and CX standard implemented.
• Responsible for creating frameworks and processes to support large-scale CX implementation, ensuring design standards are upheld and successful outcomes are consistently delivered.

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

• Proven experience in designing and implementing enterprise wide, client-centric solutions that have delivered measurable impact, both commercially and for clients.
• Proven ability to build strong, trust-based relationships with stakeholders at all levels, effectively influencing, aligning, and communicating across business lines, geographies and functions.
• Exceptional leadership and people management skills, with experience developing and motivating teams across multiple geographies and functions.
• Demonstrated experience applying relevant design and delivery methodologies (design thinking, service design, agile etc.) at scale, within large and complex environments, to enhance client-centricity and delivery effectiveness.
• Strong commercial awareness with the ability to link client experience outcomes to business performance, including revenue growth, cost efficiency, and risk management.
• Skilled in scoping, resourcing and managing budgets to maximise impact, ensure traceability and deliver effective reporting across programmes and engagements.
• Expertise in using data and insight to inform decisions throughout the design lifecycle, from idea generation through to solution iteration.
• Excellent facilitation skills for workshops and co-design sessions, with the ability to translate requests into clear and compelling actions that influence decision making.
• Demonstrated ability to operate in complex, fast paced, and highly regulated environments, ideally within B2B financial services (e.g., markets, credit, rates, FX, payments, trade, or cash management).
• Adept at simplifying complex situations into clear and actionable solutions.
• Track record of implementing client centric ways of working, influencing teams to adopt an empathetic mindset.
• Strong risk management acumen, with experience identifying risks, improving processes, ensuring compliance and managing escalations effectively.

This role is based in London.

Opening up a world of opportunity 

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