Digital Banking Experience Manager

1 week ago

Singapore HSBC Full time
Job Description

HSBC is seeking a highly skilled professional to join our team as an Online Banking Strategy and Experience Manager. This role is part of a team of digital experts who are assigned to Digital Platforms Value Stream to support the development of market-leading digital journeys and experiences.

Key Responsibilities
  • Lead and oversee the Online Banking strategy, product roadmap, and all aspects of the Online Banking experience.
  • Collaborate across Wealth and Personal Banking propositions, Global Value Streams, and Markets to ensure all products and journeys launched deliver an exceptional customer experience.
  • Perform product and operational analysis based on user behavior, performance metrics, and trends to identify and make recommendations on Online Banking strategy and ongoing investment.
  • Design and implement experience standards and guardrails for Online Banking to ensure a consistent and exceptional experience across different products and journeys.
  • Conduct ongoing research on market trends and competitive landscape and evaluate their impact on HSBC's Online Banking strategy.
  • Partner with Wealth and Personal Banking markets to develop a detailed knowledge of their strategic goals and challenges to define and agree on their forward-looking multi-year Online Banking capability roadmaps.
  • Work with Global Value Streams and Digital Channels to ensure products and journeys deployed on Online Banking are commercialized and business improvements tracked.
  • Drive a culture of optimization by leading a team to monitor and analyze customer feedback, performance metrics, and trends, identify pain points, and improvement opportunities.
  • Work with Wealth and Personal Banking proposition, CLCM, and market teams to ensure the experience remains consistent while driving differentiation across the client continuum.
  • Collaborate with Global Value Streams and Markets to track and develop strategies to optimize Online Banking usage.
  • Provide impactful coaching and support to wider agile teams to ensure individuals and teams perform at their best.
  • Ensure capabilities are scalable to drive a consistent Online Banking experience across the Group.
  • Review performance of products and journeys and drive the local and global change agenda.
  • Obsess about how to apply technology and data to solving problems or finding new opportunities.
Requirements
  • An entrepreneurial drive, with the ability to deconstruct and solve problems. Demonstrable resilience and persistence – a 'can-do' attitude.
  • Experience in Digital Product Management, ideally in a global or regional role, with proven experience in working in a cross-functional matrix environment with market and global teams.
  • Extensive experience with the range of product development and optimization activities, including identifying opportunities and developing business cases, defining product requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post-launch performance measurement and management.
  • Consumer financial services industry experience and strong understanding of Digital business, while experience with travel, lifestyle, and/or other consumer product development is a strong advantage.
  • Strong communication skills for navigating through business requirements, differences of opinion on approach.
  • Proven ability to build strong relationships across stakeholder groups with proven ability to influence large teams without direct leadership authority.
  • Excellent understanding of the bank's risk framework and experience of working with second-line of defense: legal, compliance, financial crime (AML & sanctions), fraud, risk.
  • Strong outward focus and grasp of the competitor environment – opportunities, threats, gaps.
  • Experience of Design Thinking and leading run-ahead work to explore new problems or potential ideas, bringing in Design, Analysis, Architecture, and Engineering colleagues.

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