Why join us?

Digital Platforms in IWPB is responsible for the core Mobile and Browser based platforms for meeting the everyday banking needs of HSBC Wealth & Personal Banking’s customer base. Supporting 36 markets and up to 20m customer daily, the team is focussed on three key platforms: 1) Mobile Platform; 2) Dynamic Experience Platform; and 3) Security Platform. HSBC Mobile Banking App supports 13m active users globally in 24 markets with 51% of IWPB users active on mobile. The platform has experienced 60% growth in Mobile Active customers over the last 4 years to our current traffic of 2 billion visits per year globally.

The Opportunity:

This role is part of a team of digital experts who are assigned to Digital Platforms Value Stream to support the development of market leading digital journeys and experiences, and directly contributes to the effective and efficient delivery of change globally for IWPB. 

This role holder leads and is accountable to oversee and improve all aspects of the mobile experience a customer has with our app. This includes collaborating across IWPB propositions, Global Value Streams and Markets ensuring all products and journeys launched on the app deliver an exceptional customer experience. 

This role will initially support Project North Star which will develop the HSBC Mobile App of the future with an ambition to deliver #1 Banking App in the world. There are five clear goals to 1) Drive Deeper, more relevant customer engagement; 2) Grow Bank Revenue; 3) Standardise global mobile experience; 4) Build Modern technology and data architecture; 5) Maximise the power of data/insight and personalisation.

What you’ll do:

1. Responsible for end-to-end mobile experience of the Mobile app, ensuring that all features and capabilities deployed continue to work with the app’s overall information architecture and hierarchy.
2. Design and implement experience standards and guardrails for the Mobile app to ensure a consistent and exceptional experience across different products and journeys.
3. Work with all IWPB Global Value Streams to input on experience best practice and ensure all products and journeys deployed on the Mobile app by Value streams adhere to agreed experience standards and guardrails so the end-to-end experience is upheld.
4. Drive a culture of optimisation by leading a team to monitor and analyse customer feedback, performance metrics and trends, identify pain points and improvement opportunities. Implement experiments to test optimisation opportunities in collaboration with IWPB proposition, Global Value Streams, and Markets.
5. Work with IWPB proposition, CLCM and market teams to ensure the experience remains consistent whilst driving differentiation across the client continuum.
6. Be accountable for the objectives and key results related to customer experience and satisfaction.
7. Provides impactful coaching and support to wider agile team to ensure individuals and teams perform at their best
8. Ensuring capabilities are scalable to drive a consistent mobile experience across the Group.
9. Review performance of products and journeys and drive the local and global change agenda
10. Obsess about how to apply technology and data to solving problems or finding new opportunitie

1. An entrepreneurial drive, with the ability to deconstruct and solve problems. Demonstrable resilience and persistence – a ‘can-do’ attitude
2. Experience in Digital Product Management, ideally in a global or regional roles, with proven experience in working in a cross functional matrix environment with market and global teams.
3. Extensive experience with the range of product development and optimisation activities including identifying opportunities and developing business cases, defining product requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management.
4. Consumer financial services industry experience and strong understanding of Digital business, while experience with travel, lifestyle, and/or other consumer product development is a strong advantage.
5. Strong communication skills for navigating through business requirements, differences of opinion on approach.
6. Proven ability to build strong relationships across stakeholder groups with proven ability to influence large teams without direct leadership authority.
7. Excellent understanding of the bank’s risk framework and experience of working with second line of defence: legal, compliance, financial crime (AML & sanctions), fraud, risk
8. Strong outward focus and grasp of the competitor environment – opportunities, threats, gaps
9. Experience of Design Thinking and leading run ahead work to explore new problems or potential ideas, bringing in Design, Analysis, Architecture and Engineering colleagues