Principal Service Design Lead - Global Customer Experience Design

Some careers shine brighter than others.  

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. 

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

In this role, you will have the opportunity to truly shape excellent experiences for millions of Global Customers, defining the service and product strategy for key banking products to have a hugely positive impact on how our customers manage their money online. 

You will act as an advocate and practitioner of design thinking as our primary approach to shaping Customer Experiences whilst evolving our methods for more complex services. The role will involve leading a team of Service Designers to continuously improve our service offering, creating strong relationships with key internal stakeholders, and promoting adoption of Service Design to ensure tangible results.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution. 

In this role you will:

•    Lead all end-to-end Service Design activities and define the customer journey across digital and non-digital touchpoints as well as the operations, capabilities and technology needed to support it. 
•    Work with, lead, inspire and coach your Service Design team to embrace innovative approaches align on cross-business area Customer Experiences whilst connecting with key departments such as Customer Experience, Propositions and Marketing. 
•    Strengthen relationships internally with relevant teams to remove silos and increase effective collaboration.
•    Bring creative methodologies and put customers at the heart of the projects which will feed off of your work. 
•    Advocate the use of research and data to inform customer insights and concept testing, influencing other key teams on why this is important at the early stages of shaping the service.

To be successful in this role you should meet the following requirements:

•    Extensive experience and proven track record as a design thinking practitioner in a Service Design discipline which will include managing service design programmes/projects and leading design teams - essential. 
•    An ability to articulate your understanding of how to leverage data and research to formulate accurate insights that move CX (Customer Experience) strategies forward - essential. 
•    Experience within Financial Services would be beneficial but not essential.
•    Proven ability to manage and influence high level stakeholder relationships and engage cross-functionally to deliver excellent results.
•    Adept at working within a fast-paced every changing environment and strong communication skills in order to present compelling cases to achieve buy-in and engagement. 

This is a Hybrid role based in London.

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.