HSBC
Head of Product - Digital Journey and Service Automation
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Head of Product — Digital Journey & Service Automation
We're seeking an experienced product leader to join as Head of Product — Digital Journey & Service Automation, accountable for client wealth journeys being consistent, continuous and complete end to end, across channels and between client and relationship manager.
This role sets the journey standard, decides what is held globally and what varies locally, and confirms conformance when a platform delivers to it. It works with the respective platform owners and technology leads to apply that standard, and supports and co-develops their roadmaps so consistency is settled early. You hold the vision, the roadmap, the prioritisation and the acceptance for deliverables you'll work on. You will also be accountable for the outcomes linked to the wealth transformation pillar overseeing seamless & intuitive wealth client journeys.
This role directly supports the delivery of the Wealth Transformation Programme, our multi-year agenda to reimagine wealth for tomorrow by establishing proactive digital assistance leveraging the latest agentic capabilities, liberating our frontline from legacy complexity so they can effortlessly help clients achieve their wealth goals. The commercial ambition behind it is significant: growing wealth balances 38% to $2.2trn by 2030, fee income at an 11% CAGR to $15bn, net new money at a 9% CAGR, and lifting Premier Wealth penetration by 11 percentage points to 45%. The programme is organised as six pillars, spanning segmentation and proposition, brand and marketing, RM commercialisation, seamless client journeys, wealth products and platform, and data and AI.
Outcomes this role carries
- Integrated, end-to-end wealth journeys that stay continuous across channels
- Seamless handoff between direct and relationship-managed channels, with full context preserved on escalation
- RM and client journeys stitched together for the same task, without unnecessary intervention or friction
- Clients able to self-serve routine needs through AI-enabled support, consistently across markets
- Every component instrumented, so adoption is measured rather than assumed and each release is shaped by how the last one was actually used
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What you'll do
- Bring consistency to journeys across the strategic platforms
- Hold the journey standard, including in-flow placement, ensuring a journey step behaves the same way regardless of which platform delivers it
- Work with the respective platform owners, digital experience heads and technology leads to apply that standard
- Own the backlog for the journey standard and the shared journey capability, sequenced into increments that deliver usable capability at each release
- Establish handoff between channels
- Define the journey requirement for contextual channel recommendation and intelligent routing, and work with the platform and technology leads who build it so one routing approach serves every journey
- Set the requirement for the full-context handoff brief, assembled from memory, so continuity survives escalation from a direct to a relationship-managed channel
- Specify the feedback loop that improves routing and handoff from the start
- Support and co-develop roadmaps, prioritisation and automation
- Support, assist and co-develop platform and product roadmaps so journey consistency and end-to-end coverage are reflected in what each team prioritises
- Identify where in a journey automation belongs, and ensure it is built once rather than per channel
- Set the requirement for AI-enabled self-service as a shared capability, not a per-journey build
- Drive discovery, adoption and lifecycle
- Run discovery with clients, relationship managers, markets and platform teams to establish where journeys actually break today, before the standard is set
- Decide what is held as one global journey standard and what is a legitimate local variation, and hold that decision when it is challenged
- Be accountable for adoption, measured by how many journeys and platforms conform to the standard and whether continuity survives a channel change in practice
- Instrument journeys so usage can be measured across channels: journey completion, drop-off, handoff success and self-service rates
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Reporting line
Reports to the Head of Wealth Platforms, Wealth & Premier Solutions.
Experience
- Proven experience owning digital client journeys or omnichannel experience delivery at scale
- Track record of establishing standards or patterns adopted by multiple platforms or delivery teams without direct authority over them
- Experience integrating AI-generated insight or explanation into a digital or conversational surface
- Familiarity with consuming workflow and data services
- Track record of driving adoption of a shared capability, measured by reuse rather than delivery milestones
- Experience leveraging adoption and behavioural data to inform feature enhancements, backlog prioritisation and improvements to user experience
- Stakeholder management experience across digital experience, operations and technology functions
Knowledge and capabilities
- Strong understanding of digital journey design, omnichannel routing and conversational interface patterns
- Working knowledge of how workflow, memory and AI/intelligence layers compose into a client-facing or RM-facing journey
- Clear communicator, able to translate technical journey mechanics into a business outcome
- Comfortable operating through influence and coordination across platform and technology teams
- Practical, pragmatic decision-making balancing consistency across channels with local market needs
- Comfortable withdrawing or reworking capability that adoption data shows is not being used
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