HSBC
Head of User Experience GFT and End User Services
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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
As Head of User Experience you’ll set and deliver a Group Functions-wide UX strategy across the applications and infrastructure that underpin colleague experiences.
The role focuses on embedding consistent, accessible, secure, scalable design standards into delivery to accelerate high-quality customer and colleague experiences.
You’ll partner closely with engineering to embed UX standards into the software development lifecycle (SDLC) and improve delivery quality. You’ll use AI technologies to create UI and UX experiences that meet the employee where they are.
Success means transforming key journeys by reducing friction at touchpoints while improving usability, accessibility adoption and business outcomes. You’ll build and grow a world-class UX capability and influence senior stakeholders at MD and C-Suite level across a global organisation.
What you'll be doing
- Define and execute the UX vision and strategy across Group Functions Technology platforms and End User Services
- Partner with engineering teams to embed UX standards into the SDLC and raise delivery quality
- Set a multi-year colleague UX vision and journey strategy across digital touchpoints
- Transform priority journeys by reducing friction points and touchpoints to improve seamless end-to-end experiences
- Shape product and technology roadmaps with colleagues across Functions Product Data and Tech to reflect business goals and user needs
- Establish the AI design practice for Group Functions including trust design explainability surfaces and human-in-the-loop checkpoints
- Embed research-led decision making through employee listening user insights and usability accessibility testing
- Create experience measurement and governance including maturity models testing strategies and evidence-based investment cases
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What we're looking for
- Bring deep expertise in product strategy design customer and colleague experience and digital strategy leadership
- Demonstrate substantial experience with digital product development agile delivery models and experience performance metrics such as adoption task success NPS and CSAT
- Show a proven track record applying AI to improve end-to-end journeys with measurable outcomes including transparent controllable and compliant AI features
- Influence senior stakeholders across complex global organisations and shape decisions in planning governance and prioritisation forums
- Link experience improvements to ROI growth efficiency productivity error reduction support load and change adoption outcomes
- Apply journey design design research experimentation frameworks and customer insight tooling to inform product outcomes
- Build develop and retain high-performing diverse global teams while improving ways of working across value streams
- Partner effectively with global technology teams to align business strategy with Technology strategy and roadmaps
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Building seamless colleague experiences
If you want to shape how colleagues experience HSBC through the platforms and services they rely on every day this role offers the scope to make change that’s visible and measurable. You’ll set standards that scale across Group Functions and bring research and design into the heart of delivery. You’ll also help establish how AI is designed and adopted across Group Infrastructure systems with trust and explainability built in. Join us to create simpler faster and more intuitive experiences that reduce friction and improve outcomes for customers colleagues and the business.
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