About the Role
If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.
We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.
We are currently seeking an experienced individual to join this team in the role of Senior Digital Channel Manager.
This role is a unique opportunity to work in the team responsible for driving and delivering the Bank’s digital agenda. It is a dynamic area that is expanding as we grow our digital services for customers and colleagues. You’ll lead the implementation of change across our digital channels (Online, Mobile, Conversation Banking and future platforms such as AI), ensuring change is successfully delivered for our people and customers.
Responsibilities
- Be accountable for the successful launch of digital journeys and platforms into the market, leading delivery on a range of initiatives across Digital Banking, supporting the business and our customers with implementation.
- Help shape and drive the digital channel strategy and features to increase digital product sales, drive efficiencies and increase digital customer engagement and satisfaction.
- Improve satisfaction on the digital channels, ensuring that all new features and functionality delight our customers. Use iNPS and jNPS scores to identify potential blockers and deliver improved customer journeys and experience.
- Ensure all digital change adheres to regulatory and compliance requirements and proactively monitor and contribute to key channel performance indicators (digital engagement, activity and customer satisfaction), driving change to improve these.
- Proactively discover and utilise insights (external and internal) and metrics to understand areas of customer experience and commercial opportunity, delivering tangible improvement to key metrics and upholding the vision to deliver an engaging, personal and relevant experience.
- Drive Conversational Banking (Chat) and AI agenda across digital channels, partnering with stakeholders to deliver safe, compliant and scalable capabilities that enhance customer experience and operational efficiency.
Qualifications
- Experience working in a digital environment, preferably using Agile methodology, with exposure to customer engagement/research to obtain insights and apply these to backlog management.
- Proven digital skills with demonstrable success in creating strategic action grounded on external and internal data and insights, and building execution capability with relevant product knowledge, including knowledge of Retail and Wealth Banking products. Leadership experience in customer‑focused organisations in disciplines such as digital, marketing or change management is desirable, with a talent for motivating and inspiring others to excel.
- Energetic, positive attitude, team player with a track record of delivering significant change that improves business effectiveness in sustainable ways.
- Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences. A desire to talk with customers and staff is highly desirable.
- Customer‑focused with a passion for delivering the best online experience, and experience using relevant software packages such as JIRA and Confluence.
- Experience with Conversational Banking (Chat) and AI‑enabled customer experiences, including conversational journey design, intent‑based optimisation and using chat analytics (e.g., containment, handover rates, resolution, NPS) to drive continuous improvement.
- Understanding of AI governance, risk and controls in a regulated environment (e.g., model risk considerations, data privacy, conduct, customer vulnerability and appropriate human handover), with the ability to partner effectively with Risk, Compliance and Technology to deliver safe outcomes.
- Strong stakeholder management across business, operations and technology to deliver end‑to‑end chat experiences, including integration with servicing processes (case management, knowledge content, escalation and routing).
Benefits
- Competitive pay and benefits package including private healthcare for all UK‑based employees, enhanced maternity and adoption pay and support when returning to work, and a contributory pension scheme with a generous employer contribution.
Equal Opportunity
Being open to different points of view is important for our business and the communities we serve. At HSBC we are dedicated to creating diverse and inclusive workplaces – no matter 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.
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