Description
The Global Marketing function is focused on supporting the strategic and revenue growth priorities of the Bank. The function focuses on understanding customers and the identification, development and execution of Marketing strategies, campaigns and activities that support and strengthen the brand, support the drive for revenue and increase customer value and satisfaction in order to meet agreed targets and objectives at both a global and market level.
This role is part of the Digital Customer Engagement (DCE) team, which sets the Digital standards - for both design and customer experience. DCE works with all Global Functions and covers all customer touch points from the public website through to transactional online banking and channels such as desktop, mobile/tablet, app and ATM. DCE works to inspire, facilitate and create global examples of excellence to make our Digital experience better for customers and increase the Digital reputation and profits.
Skills & experience required:
- Google Material Design or BBC Gel
- Setting, evolving and maintaining Digital design standards
- Creating, evolving and maintaining Digital copy standards in collaboration with the Copy Standards Manager
- Working to find new ways to promote the brand digitally and to create excellent customer experiences through innovation and pilot projects to test, learn and improve upon
- Creating Digital standards on a solid foundation of research and customer testing in collaboration with Digital Customer Engagement (DCE) programme managers
- Communication and maintenance of Global Digital and copy standards for the benefit of all stakeholders
- Managing of the Creative Governance team to facilitate Digital design governance
- Managing of creative agency relationships and copy manager/copy agency vendor relationship
- Principal Accountabilities:
- Defining Digital design standards for HSBC
- Defining and govern Digital content standards for HSBC determining approvals, dispensations and remediation
- Refining existing standards based on user research and changing technology and business needs
- Driving effective Digital strategies and agency management to maximise utilisation of Digital channels, cost efficiency, and enhance the Digital brand
- Working with all Marketing teams to coordinate design and content alignment across business lines
- Educating Marketing teams in the application of standards
- Improving KPIs measured from Digital initiatives deployed globally and locally
- Increasing use of Digital channels and reductions in higher cost channels
- Designing, content and interaction quality of user interfaces as measured by expert third parties