VP I - Client Experience

What You Can Expect To Be Doing

• Mapping current-state and future-state client journeys across channels, products and touchpoints
• Converting insights into clear problem statements, design principles, opportunity areas, hypotheses, and actionable requirements
• Act as a champion of design within the organisation, promoting client-centred ways of working and decision-making through coaching, templates, show-and-tells, and pragmatic guidance on service design best practice
• Supporting research activities such as client interviews, focus groups and online surveys
• Leading / supporting the delivery of journey improvements through hands on design work such as prototyping, creation of materials such as emails or working with the appropriate teams to create new website pages
• Building and maintaining stakeholder relationships with all levels of the organisation, to ensure that the team is the first point of contact for service design and other design related queries
• Support best-practice sharing with the global HSBC Innovation Banking teams to ensure that design language and client experience is as consistent as possible across the organisation
• Role model client-centricity and collaboration across HINV and the wider HSBC organisation, proactively building strong relationships and influence across stakeholder levels, driving awareness, advocacy and partnership

Requirements

• Proven experience in service design or a related customer experience or user experience role delivering journey improvements
• Experience within financial services a benefit but not requirement
• Strong experience in journey mapping and service blueprinting
• Demonstrated ability to deliver journey improvements based on insights and best practice
• Experience in creating artefacts that can communicate a proposed future experience such as storyboards, mock-ups and interactive prototypes
• Comfortable supporting research activities such as interviews, focus groups and the associated synthesis and reporting
• Sound commercial awareness and able to link improved design and CX activities and outcomes to revenue, cost savings, and risk management in reporting and recommendations
• Hands-on proficiency with Figma and confidence producing clear design/service artefacts
• A keen interest in the innovation ecosystem
• Excellent stakeholder management and ability to influence decision-making and contribute to strategy
• Clear, concise communication skills—able to tell the “story of the service” from client need to business impact

Where You’ll Be Based

Our home office in Finsbury Square, London. We offer hybrid working to our employees, so you can flex between home and the office, with a current requirement to be in the office 2 days per week.

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.