Digital Channel Manager

HSBC Group; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial organization is looking for a Digital Channel Manager to drive digital change initiatives. This role requires expertise in digital delivery and a focus on customer satisfaction, leading to improved metrics and streamlined processes. Candidates should have experience in agile environments and stakeholder management. This is an opportunity to make a significant impact on the digital agenda, ensuring compliance and addressing customer pain points.

Qualifications

• Proven track record in delivering customer and commercial benefits.
• Strong customer focus and results-driven with deadline management.
• Experience in agile delivery environment and change management.

Responsibilities

• Lead successful launch of digital changes into the market.
• Identify and deliver streamlining opportunities to enhance customer experience.
• Drive satisfaction on digital channels and deliver enhancements.

Skills

Digital expertise

Agile delivery

Stakeholder management

Communication skills

Customer process mapping

Job description

Implementation of change on the Digital Channels, ensuring this change is successful for our people and customers.

Responsibilities

• Be accountable for the successful launch of small and medium sized digital change into market, leading delivery on a range of initiatives across the Digital platforms, supporting the business and our customers with implementation.
• Lead small and medium size initiatives that make a positive impact on the business, people and our customers in addition to identifying and delivering 'Streamlining' opportunities, redesigning and enhancing key business processes directly improving the customer experience, operational performance and the balance sheet.
• Drive satisfaction on the digital channels ensuring that all new features and functionality delight our customers, working with other teams across the business, region and globally to deliver enhancements and optimise the channels.
• Ensure all change adheres to regulatory and compliance requirements whilst identifying opportunities for new digital features and functionality that remove customer painpoints and taking these forwards for consideration.
• Utilise insights and metrics to understand the areas of customer and commercial opportunity delivering tangible improvement to key metrics and uphold the vision to deliver an engaging personal and relevant experience.

Qualifications

• Strong knowledge of Digital, agile delivery and a proven track record in delivering significant customer and commercial benefits through journey streamlining and optimisation.
• Customer-focused, results-driven, and able to meet deadlines with strong communication skills, with the ability to convey complex ideas clearly and effectively.
• Experience in agile delivery within a matrix, multi-functional environment and proven expertise in implementation, change management, and benefits realisation.
• Skilled in stakeholder management across teams and seniority levels, self-motivated, adaptable, and capable of working independently or in a team.
• Good understanding of digital business, functional design experience, including customer process mapping.

Location

Jersey

We are currently seeking an experienced individual to join this team in the role of Digital Channel Manager. This role is a unique and exciting opportunity to work in the team responsible for driving and delivering the significant Digital agenda. The role of the Digital Channel Manager is to lead the