Associate Director, Cx Service Design

3 days ago

Singapore HSBC Full time

**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.

Commercial Banking provides international financial services solutions that support businesses ranging from large corporates to mid-market enterprises in a variety of industry sectors all over the world. Leveraging the strength, scope and expertise of our global product network, Commercial Banking is positioned as an essential partner to large and mid-market enterprises seeking to maximise their potential internationally, offering streamlined business access to HSBC’s international network and broad range of market leading banking products and services.

We are currently seeking a high calibre professional to join our team as an** Associate Director, CX Service Design.**

**Principal Responsibilities**
- Shaping and conducting research synthesis across multiple insight sources to structure hypotheses for key design questions
- Crafting end-to-end solutions with global, cross-functional teams to deliver an iconic banking ecosystem
- Creating and embedding customer (and business) empathy and insights into the teams
- Strengthening the way teams define problems and hypotheses
- Leading cross-functional teams in researching, generating and testing ideas, and incorporating customer feedback into solutions
- Building capabilities and knowledge within our Customer Experience team on the latest tools and techniques, customer needs, behaviour and perceptions, and the business and industry drivers
- Inspiring and mentoring the wider CMB team to build and evolve our Design Thinking mind-set, tools and techniques, including facilitating and leading interactive Design Thinking sessions as a delivery lead or co-facilitator
- Helping to shape seamless processes that embed Design Thinking into the way our business creates solutions - consistently and at scale - alongside the Head of Customer Experience
- Further generating awareness, interest and support for Service Design and Design Thinking across the business

Requirements

**Requirements**:

- A good knowledge of the financial sector is essential; previous experience of Service Design in the final sector is preferred
- Experience in human-centred design, psychology, research, engineering or a similar background
- Proven experience within Service Design, particularly leading strategic design projects in a large organisation
- Experience as a manager/ leader is preferred
- Strong experience understanding and changing customer behaviour
- Proven success in influencing senior leaders to change ways of working and adopt more customer centric decision making, creating awareness and advocacy for the customer and work you do
- Experience delivering multi-channel designs or solutions across large-scale programs and businesses
- Proven success in influencing senior leaders to change ways of working and adopt more customer centric decision making, creating awareness and advocacy for the customer and work you do
- Experienced in facilitating end-to-end collaborative design sessions, including with large and/or senior audiences

To be considered for this role, the relevant rights to work in Singapore is required.

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

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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