HSBC
Digital Experience Manager Public Website PWS
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Digital Experience Manager GCB5
The role is central to revolutionising HSBC digital customer journeys in support of both increasing sales and improvements in the service for customers (direct impact on CRI).
This role will be focused on driving the digital experience forward, specifically, identifying a best in class digital approach that our customers and prospects find both intuitive and simple. A better experience drive improved sales and service metrics and this role is responsible for facilitating both of these.
Working with multiple stakeholders across the business, including CVM, compliance, global and user experience teams as well as external agencies – the role is the champion for how we move the existing site to being a simplified and personalised, a < than 3 click approach to everything.
Your Responsibilities Will Include:
- Oversee and manage the design and development of key user experiences across the public website and mobile propositions.
- Understand customer need and business objectives to help create best in class user journeys.
- Stakeholder Management: Building and maintaining strong relations with key stakeholders - Product, proposition, compliance and other marketing peers. Involves a high level of collaboration, clear communication, and coordination in order to deliver quality digital experiences.
- Continually review and refine the IA (information architecture) and overall UX (user experience) to ensure optimal performance to better meet our customers’ needs.
- Drive the mobilisation of the site, to be adaptive by device, to be best in class regardless of device. Usable, simple, and innovative.
- Work with the commercialisation and optimisation teams to ensure UX development supports journey requirements.
- Work with the digital engagement to support improved engagement metrics.
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The Ideal Candidate for This Role Will Have:
- Relevant product knowledge including knowledge of marketing.
- Clear and innovative approach to driving forward significant PWS change.
- Proven experience working with multiple teams to get the best from and to deliver at pace.
- Experience working in relevant environment/s, i.e., digital marketing.
- Role relevant qualifications, i.e., Degree.
- A flexible and adaptable approach to change and will support others to respond in a similar way.
- Achieved targets and met expectations whilst supporting and encouraging others to do the same.
- Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered.
- Supported project teams/managers, showing an understanding of the basic principles of project management.
In Addition to the Details Listed Above, the Ideal Candidate Will Have:
- Experience working in relevant environment/s, i.e., Financial Services, Retail.
- Experience working in relevant market/context, i.e., Digital Marketing.
- Role relevant qualifications, i.e., Degree.
- Experience working in relevant environment/s, i.e., Digital Marketing is desirable but not essential.
- A flexible and adaptable approach to change and will support others to respond in a similar way.
- Achieved targets and met expectations whilst supporting and encouraging others to do the same.
- Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered.
- Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently.
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About Us
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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