HSBC
Head of Digital, RBW UK
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Location: Birmingham/ London/ Sheffield/ Leeds
Ready to shape the future of HSBC UK’s mobile banking apps?
Why HSBC
HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.
The Role
HSBC RBW UK has a clear goal to deliver the best banking app in the UK and this role is central to making that happen. As Head of Digital, RBW UK you’ll set the strategic roadmap for HSBC UK digital banking, primarily across the mobile apps for HSBC, first direct and MSB. You’ll focus on improving customer outcomes including NPS while strengthening efficiency through better digital journeys and servicing. The role spans strategy, product and experience design, change delivery and governance in a regulated environment with close partnership across Technology, Transformation, Finance, Risk, Compliance and Operations. You’ll oversee digital trading performance against agreed targets and ensure customer communications within digital channels support outcomes, commercial priorities and cost efficiency. Success means measurable improvements in app experience and journeys, strong control and risk outcomes and predictable delivery across a complex multi-brand landscape.
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What you'll be doing
- Define and own the strategic roadmap for HSBC UK RBW apps across HSBC, first direct and MSB
- Shape digital customer journeys including design priorities and AI implementation to improve experience and NPS
- Deliver major digital change by securing investment and building the right delivery infrastructure with Technology, Transformation and Finance
- Establish simple and robust digital onboarding across products and channels with immediate focus on current accounts, credit cards and savings
- Own the chat channel across RBW UK brands to improve customer outcomes and ensure colleagues are trained and supported
- Build cutting-edge customer and competitor insight to continuously improve digital propositions and journeys
- Run digital trading governance to track delivery against targets and keep teams aligned to customer and business needs
- Own customer communications in digital channels optimised for customer outcomes, commercial goals and cost efficiency
What we're looking for
- Bring substantial senior digital leadership experience within financial services or similarly regulated industries at enterprise scale
- Demonstrate ownership of multi-year digital strategy with clear accountability for budget, ROI and agreed KPIs or OKRs
- Apply strong product leadership across discovery, prioritisation, customer journey ownership and outcome-based road-mapping
- Embed advanced UX and service design practices including accessible and inclusive design to improve customer experience
- Operate effectively within regulatory expectations and risk management including conduct, privacy, security and AML/KYC considerations
- Use analytics and experimentation to optimise conversion, engagement, retention and cost-to-serve
- Partner credibly with engineering and architecture on APIs, modern digital platforms, integration patterns and legacy modernisation trade-offs
- Apply agile-at-scale delivery management to manage dependencies, maintain quality and deliver predictable outcomes
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Setting the Digital Roadmap
This is an opportunity to reshape how millions of customers bank day to day across HSBC, first direct and MSB. You’ll set direction across strategy, experience and execution while working closely with senior stakeholders across HSBC UK. The work will influence customer outcomes, operational efficiency and the long-term value of the HSBC UK brand. If you’re excited by building digital journeys at scale in a regulated environment we’d welcome your application.
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