HSBC
Conversational Banking Journey Manager (secondment until end of May 27)
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Conversational Banking Journey Manager
If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.
We are currently seeking an experienced professional to join our team in the role of Conversational Banking Journey Manager on a seconded basis until the end of May 27.
Want to shape the next generation of our bot and conversational journeys? We’re growing our team and looking for a Conversational Banking Journey Manager to help us spot opportunities, design brilliant end-to-end experiences, and keep improving what we already have—so customers get the right help, at the right time, with less effort.
The expectation for working hours is 5 days (Monday to Friday between 8am and 6pm).
A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.
In this role you will:
- Design end-to-end conversational journeys that solve real customer needs and deliver key business outcomes
- Use procedures and Voice of the Customer insight to create, refine and optimise bot journeys
- Partner with our POD of Conversational Designers to take journey ideas from concept through to delivery
- Maintain and improve customer journey maps, keeping pace with changing customer demand, products and technology
- Help us grow the use of AI and robotics to better support customer service
- Work closely with cross-functional teams across Operations, Digital, IT and Conversational Banking
- Build strong relationships across the wider first direct Digital team, plus UK/Group teams and third-party partners
- Keep a sharp eye on detail so journeys are consistent, compliant and smooth end-to-end
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To be successful in this role you should meet the following requirements:
- Recent working experience and a solid understanding of fd Conversational Banking systems, processes and Scope of Service (essential)
- Strong experience in customer journey design and process mapping, using procedures and customer feedback to drive decisions (essential)
- Hands-on with Figma, JIRA, Confluence and Monday.com (essential)
- A continuous improvement mindset—you’ll enjoy making good journeys even better
- Confident communicator (written and spoken) who can bring people along with the “why”
- A data-driven, analytical approach to measuring performance and prioritising changes
- Proven ability to collaborate across multiple teams to deliver shared outcomes
Get help with your application
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To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click this link.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.
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