Head Of Customer Communications

Birmingham / London

You know how to put customers at the heart of communications by understanding their behaviour and utilising data to create simple but compelling communications. Now, you’re looking for a unique opportunity where you can lead a new team and drive organisational change. Join us and take on the leadership of an early-stage live transformation programme that brings together all proactive and reactive Customer Communications to create a single Centre of Excellence for Customer Communications delivery.  It’s a big job, but you’re dynamic enough to get it done and have the industry knowledge and leadership skills to really drive that change.

Our communications and channels are a key part of the relationship we have with our customers, helping them throughout their financial lives and bringing the depth and breadth of HSBC to them when they need it. As Head of Customer Communications in the UK, you’ll use your expertise to lead the transformation of our Customer Communications capability and ways of operating. Working closely with other members of the UK Marketing Leadership team, you’ll understand business and marketing strategies and engage your team to translate those into brilliant, personalised communications that our customers enjoy, understand, and respond positively to.

In this role, you will:

·         Build a new capability and lead the modernisation of Customer Communications through simplifying our operating model and driving fundamental change in technical architecture and capability.

·         Deliver exceptional and award-winning Customer Communications by setting the strategic direction and standards for the HSBC UK Customer Communications plan, ensuring it’s aligned to the business strategy.

·         Manage the overall planning and prioritisation process for the UK Customer Communications Marketing team, overseeing traffic and capacity management for a large team handling thousands of communication elements.

·         Work in partnership with key stakeholders to develop, define and execute distinctive communications that give HSBC a competitive advantage by providing strategic outlook, championing change, and promoting innovation.

·         Deliver results by leading from the front as you develop a culture of innovation and promote a ‘give it a go’ approach to help your team achieve strategic actions, drive outcomes, and make impactful decisions.

For this role, we’re looking for:

·         A track record of leading teams who deliver brilliant, personalised communications and experiences across all channels, whilst understanding how to maximise and utilise data to identify customer need and opportunity.

·         Proven ability to simplify and drive efficiency through operational excellence and drive continuous improvement and optimisation. Prior experience of driving large-scale transformational change in customer communications is desirable.

·         A deep affinity with data privacy laws and data ethics relating to the use of data in the context of marketing is a real advantage.

·         The ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences together with a track record of making complex business decisions with authority whilst considering the potential long-term risks and implications.

·         Communication and marketing experience across multiple categories, ideally within FMCG or e-Commerce, and a proven track record in marketing delivery and leading change.

HSBC | Opening up a world of opportunity.

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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500