Senior Manager, Client Experience Design
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 Senior Manager Client Experience Design.
CIBs ambition is to be the #1 Global Corporate and Institutional bank in the world. As a client-centric organisation how clients experience our propositions technology and products will be central to achieving it.
This role will be part of the newly formed Client Experience Design (CXD) team. This role will be pivotal in defining how our Corporate and Institutional Banking (CIB) clients interact with us setting the standard for a unified and exceptional experience. They will be responsible for developing and implementing a CX strategy across all client facing touchpoints and channels aimed at increasing client satisfaction. The role holder will be highly client centric and commercially savvy skilled at balancing client needs with business objectives regulatory requirements and operational realities. The role requires a blend of design leadership and delivery close collaboration with clients and the CIB organisation and a laser focus on delivering measurable client and commercial impact.
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:
- Assist the CXD directors to shape the CIB client experience strategy ensuring its grounded in client needs and aligned with the banks strategic direction and objectives.
- Lead a team of client experience designers and researchers tasked with setting the standards and blueprint for a unified client experience that can be followed by CIB delivery teams.
- Work closely with CIB teams (product design coverage technology etc.) and programmes (value streams and strategic initiatives) to ensure journeys are designed end-to-end with the client at the centre and to a defined standard.
- Provide CX expertise and leadership on priority engagements to ensure alignment with the CX strategy standards and success metrics across all client interactions touchpoints and channels.
- Identify and implement customer centric success metrics at a bank- and initiative-level to ensure the right customer outcomes are considered tracked and achieved.
- Work directly with counterparts in Client Experience Insights to plan and drive research gather feedback and analyse data at every project stage and ensure insights inform design decisions and are included in artifacts (experience principles journey maps etc).
- Engage clients to get ongoing feedback participating in interviews testing and field studies to uncover pain points and opportunities.
- Manage the design governance process working closely with relevant teams (e.g. product legal and risk) to ensure journeys are compliant deliver on the expected outcomes owning any risks or issues that arise.
- Act as a client advocate and role model for client experience design across the CIB organisation and key initiatives.
To be successful in this role you should meet the following requirements:
- Strong knowledge of design thinking CX and service design methodologies.
- Excellent facilitation skills for workshops and co-design sessions.
- Ability to analyse both qualitative and quantitative data to derive insights.
- Proficiency in design mapping and prototyping tools (e.g. Figma).
- Excellent communication and storytelling skills to influence diverse stakeholders.
- Deep understanding of digital banking products processes and regulatory constraints.
- Sound commercial awareness ability to link improved CX to revenue cost savings and risk management.
- Experience in agile ways of working and cross-functional collaboration.
- Proven ability to build strong relationships across stakeholder groups business lines and geographies influencing decision making.
- Aware of B2B clients and/or financial services ideally with a focus on commercial and institutional products processes and regulatory constraints (e.g. MSS credit rates FX payments trade or cash management) able to get up to speed quickly and comfortable in ambiguous complex fast paced and technical environments.
- Sound commercial awareness able to link CX recommendations to business outcomes such as revenue cost savings and risk management.
- A genuine and relentless passion for creating customer-centric solutions that are commercially viable and differentiating.
- Global mindset and background working across countries products and channels to create and implement experiences.
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 were 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.
Ifyouhaveaneedthatrequiresaccommodationsor changes duringtherecruitmentprocess please get in touch with our Recruitment Helpdesk:
Telephone: 44
Required Experience:
Senior Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
HSBC Holdings plc is a British multinational investment bank and financial services holding company. It was the 7th largest bank in the world by 2018, and the largest in Europe, with total assets of US$2.558 trillion.
