Description
Customer Experience Design Lead - Digital - HSBC
This is an exciting opportunity to join the Global Digital Customer Engagement Team (DCE) as a Digital Manager. The main responsibilities of this role will include the management and delivery of key projects forming the strategy, vision and direction for HSBC's digital channel into the various Global Businesses as well as providing advice and consultation to meet stakeholders needs in line with this digital strategy.
The successful candidate will also be responsibility for planning, managing and providing clear direction to drive direct customer experience improvements and the overall vision related to specific Channels, Propositions and Programs. Analysis and understanding existing and/or produced customer insights and research, and evaluation of how the channel experience can be best tailored in order to design future customer experience visions for assigned channels is a key focus of the role.
This role also requires a clear understanding of customer segments within each global business, derived through customer based research. The ultimate goal is to create compelling customer experience visions and plan and manage on behalf of the customer, through conventional methods as well as seeking continuous improvements. This role plays a key part in inputting in to HSBC's digital vision and delivering large strategic programmes in line with the vision.
The successful candidate will need:
- Major exposure to User/Customer Experience or Interactive/Multimedia Design management including project planning, timeline/budget planning, staff development, mentoring and resourcing.
- A sound knowledge of concepting and creating user processes and interface designs for a diversity of high-traffic dynamic websites.
- Knowledge of the digital content landscape
- Experience of customer segmentation and customer insight
- Experience of trailing and launching and iterating new digital products
- Proven ability to deliver results in a matrixed organization
- High level of influence and personal gravitas
- Experience in both developed and emerging markets