Digital Journey Lead: Customer‑Centric, AI‑Driven

HSBC Holdings plc; Birmingham; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Private healthcare for UK employees

Enhanced maternity and adoption pay

Contributory pension scheme

Job summary

HSBC Holdings plc in the United Kingdom is seeking an experienced Digital Journey Owner to transform customer insights into measurable digital experiences. You will lead end-to-end journeys across HSBC’s digital channels, guiding cross‑functional teams from discovery through delivery in a regulated environment.

The role emphasizes turning strategy into actionable roadmaps, continuously discovering friction points, and delivering customer-focused improvements that align with brand standards and

Qualifications

• End-to-end experience building and managing consumer digital products in complex regulated and/or agile environments.
• Translate user research and behavioural data into simple intuitive digital journeys with clear customer outcomes.
• Influence stakeholders across disciplines to align teams around shared outcomes and trade-offs.
• Strong prioritisation backlog management and delivery decision-making.
• Clear communication to set direction define success metrics and keep teams focused on customer value.
• Partner effectively with design, engineering and risk to validate solutions in a regulated context.
• Curious about emerging technologies such as AI to enhance real-world customer experiences.

Responsibilities

• Define and design digital journeys with Proposition and Product Development teams including fulfilment and optimised hand-offs to operations and call centre.
• Own the roadmap and delivery for specific journeys or features aligned to product vision, business strategy and brand standards.
• Embed continuous discovery to uncover friction points, de-risk delivery and validate solutions before build.
• Guide an agile cross-functional team to deliver frequent improvements with customer outcomes as the key measure of success.
• Partner across product design, engineering and risk to deliver a cohesive experience at every touchpoint.
• Measure performance using insight, data and experimentation to inform prioritisation.
• Explore emerging interaction models and modern tooling including AI to solve customer problems in practical banking contexts.

Skills

End‑to‑end product experience

User research to journeys

Stakeholder influence

Prioritisation & backlog

Clear communication

Cross‑functional partnership

AI curiosity

Job description

HSBC Holdings plc in the United Kingdom is seeking an experienced Digital Journey Owner to transform customer insights into measurable digital experiences. You will lead end-to-end journeys across HSBC’s digital channels, guiding cross‑functional teams from discovery through delivery in a regulated environment.

The role emphasizes turning strategy into actionable roadmaps, continuously discovering friction points, and delivering customer-focused improvements that align with brand standards and