Online Banking Strategy and Experience Manager

-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 an **Online Banking Strategy and Experience Manager.**

**Principal Responsibilities**

Digital Platforms in WPB is responsible for the core Mobile and Browser based platforms for meeting the everyday banking needs of HSBC Wealth & Personal Banking’s customer base. Supporting 36 markets and up to 20m customer daily, the team is focussed on three key platforms: 1) Mobile Platform; 2) Dynamic Experience Platform (including Online Banking); and 3) Security Platform. HSBC Online Banking supports c3.8m customers across 36 markets with 25% of total digital usage coming from Online Banking and c1.7m browser only customers. In addition to the Browser (Online Banking) customer channel, Dynamic Experience Platform manages the Strategic Hosting and Content Management System for WPB enabling Value Streams to deliver seamless customer experiences as well as supporting our Digital Channels & Marketing strategy, building and optimising onboarding journeys and the Public Websites.

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, and directly contributes to the effective and efficient delivery of change globally for WPB.

This role holder leads and is accountable to oversee and own the Online Banking strategy, Product Roadmap and all aspects of the Online Banking experience. This includes collaborating across WPB propositions, Global Value Streams and Markets ensuring all products and journeys launched deliver an exceptional customer experience.

The role holder will:

- Perform product and operational analysis based on user behaviour, performance metrics and trends, industry benchmarks to identify and make recommendations on Online Banking strategy and ongoing investment
- Responsible for end-to-end Online Banking experience, ensuring that all features and capabilities deployed align to the overall online information architecture and hierarchy
- 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 WPB markets to develop a detailed knowledge of their strategic goals and challenges to define and agree on their forward looking multiyear Online Banking capability roadmaps. Work with Global Value Streams to interlock roadmaps
- Work with Global Value Streams and Digital Channels to ensure products and journeys deployed on Online Banking are commercialised and business improvements tracked
- Drive a culture of optimisation by leading a team to monitor and analyse customer feedback, performance metrics and trends, identify pain points and improvement opportunities. Implement experiments to test optimisation opportunities in collaboration with WPB proposition, Global Value Streams, and Markets
- Work with WPB proposition, CLCM and market teams to ensure the experience remains consistent whilst driving differentiation across the client continuum
- Collaborate with Global Value Streams and Markets to track and develop strategies to optimise Online Banking usage
- Provides impactful coaching and support to wider agile team to ensure individuals and teams perform at their best
- Ensuring 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
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 roles, w