Head of Digital Commercialisation

-Job description

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.

Wealth and Personal Banking (WPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a **Head of Digital Commercialisation.**

**Principal Responsibilities**
- Strategic Leadership:

- Develop and execute a comprehensive strategy to drive digital adoption and transaction migration from traditional channels (branch network and contact centre) to digital platforms
- Collaborate with cross-functional teams to align digital adoption initiatives with overall business objectives and customer experience goals
- Digital Adoption:

- Lead efforts to increase mobile app usage, digital banking enrolment, and customer engagement with digital channels
- Implement targeted marketing and communication campaigns to promote digital channel usage among existing and new customers
- Monitor and analyse customer feedback and usage patterns to continuously improve digital services and features
- Transaction Migration:

- Identify and prioritize transactions that can be moved from physical and contact centre channels to digital platforms
- Design and implement migration plans, including customer education and support initiatives, to ensure a smooth transition
- Work closely with technology and operations teams to ensure the digital platforms are robust, user-friendly, and capable of handling increased transaction volumes
- Open Banking Strategy:

- Develop and lead the implementation of the bank’s open banking strategy, including API development and third-party partnerships
- Drive adoption and integration of open banking services to enhance customer experience and expand service offerings
- Stay abreast of regulatory developments and ensure compliance with open banking standards and guidelines
- Foster relationships with fintechs, regulators, and industry stakeholders to promote collaboration and innovation
- Performance Metrics and Analysis:

- Define and track key performance indicators (KPIs) to measure the success of digital adoption, transaction migration, and open banking initiatives
- Conduct regular analysis of digital channel performance and customer behaviour to identify opportunities for further enhancement and growth
- Customer Experience:

- Champion a customer-centric approach to digital transformation, ensuring all initiatives enhance the overall customer experience
- Develop and implement user-friendly solutions that meet the needs and preferences of diverse customer segments
- Team Leadership:

- Lead, mentor, and inspire a high-performing team focused on digital adoption, transaction migration, and open banking
- Foster a culture of innovation, collaboration, and continuous improvement within the team and across the organization
Requirements
- Bachelor’s degree in Business Administration, Marketing, Information Technology, or a related field. Master’s degree preferred
- Minimum of 10 years of experience in digital transformation, customer experience, or a related field within the banking or financial services industry
- Proven track record of successfully driving digital adoption, transaction migration, and open banking initiatives
- Strong leadership and team management skills, with the ability to inspire and motivate a diverse team
- Excellent analytical and problem-solving skills, with a data-driven approach to decision-making
- Outstanding communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization
- In-depth knowledge of digital banking trends, technologies, and best practices, including open banking frameworks and regulations
- Experience working in a multicultural and international environment is a plus

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.