Customer Engagement Demand and Prioritisation Lead

HSBC Global Services Limited; Birmingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading global banking firm is looking for a Customer Engagement Demand and Prioritisation Lead in Birmingham. This hybrid role involves overseeing engagement demand, leading cross-functional teams, and developing strategies to improve customer relationships. Ideal candidates will have extensive CRM and lifecycle marketing experience, particularly within financial services. Key responsibilities include driving campaigns and collaborating with product teams to enhance customer satisfaction and retention through data-driven insights.

Benefits

Private healthcare

Enhanced maternity and adoption pay

Contributory pension scheme

Qualifications

• Extensive experience in lifecycle marketing, customer strategy, or CRM role, ideally within financial services.
• Understanding of commercial banking products and customer needs across SME, mid-market, and corporate segments.
• A track record of running data-driven campaigns and lifecycle engagement.

Responsibilities

• Lead a cross-functional team to develop campaigns in an omnichannel environment.
• Collaborate with product teams and relationship managers to drive cross-sell of banking products.
• Integrate customer insights into ongoing engagement strategies.

Skills

Lifecycle marketing

CRM expertise

Analytical skills

Data-driven campaigns

Tools

Salesforce

Adobe Campaign

Marketo

Pega CDH

Job description

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling business to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and ambitions.

We are looking for a dynamic and customer focused professional to join our team in the role of Customer Engagement Demand and Prioritisation Lead. You will report to the Customer Lifecycle Engagement Director and will be accountable for overseeing all engagement demand across the lifecycle stages with the business, product owners and strategy teams across UK BB-SME, MME and LC. You will lead the CLCM squads who will identify, develop and deploy customer engagement in an omnichannel environment. This role will also be responsible for the prioritisation of customer engagement to support in achieving UK CMB business outcomes.

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 a cross-functional CLCM squads to identify, develop and deploy campaigns in an omnichannel environment. The squads will consist of roles such as CLCM lead, business analyst, data analyst, planning lead, content and creative, digital engagement manager, campaign configurator, and commercial analyst.
• Partner with product teams and relationship managers across UK and CIB value streams to drive cross-sell of commercial banking products (e.g. lending, cards, trade finance, FX).
• Demand management and presenting use case opportunities to the engagement forum.
• Collaborate with data and analytics teams to generate actionable insights on customer behaviour, churn risk, product usage, and satisfaction.
• Responsible for integrating customer insights into ongoing engagement.
• Implement engagement personalisation at scale using CRM and marketing automation platforms to improve NPS, wallet share and retention.
• Continuously monitor and adjust ongoing campaigns for effectiveness using data led insights.
• Work closely with Risk, Compliance, and Legal to ensure all customer communications are compliant with UK banking regulations and GDPR.

To be successful in this role you should have :

• Extensive experience in lifecycle marketing, customer strategy, or CRM role, ideally within financial services commercial or business banking.
• Understanding of commercial banking products and customer needs across SME, mid-market, and corporate segments, including Open Banking, embedded finance, or treasury solutions.
• Understanding of P&L drivers for commercial banking – fee income, product penetration and retention economics.
• Analytical skills — ability to interpret customer data and KPIs, and translate into strategy and recommendations for customer outcome prioritisation and sequencing.
• A track record of running data-driven campaigns and lifecycle engagement using tools such as Salesforce, Adobe Campaign, Marketo or Pega CDH.
• Clear understanding of FCA regulations, data privacy, and B2B communications.

This is a hybrid role with a preferred base location in either Birmingham or 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 a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

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

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