Digital Journey Lead: Customer-Centric Product & AI Innovation

HSBC Holdings plc; Chester; On-site; GBP 90,000 - 120,000; Full time

Job summary

HSBC Holdings plc in the United Kingdom seeks a Digital Journey Owner to drive customer-first digital journeys from idea to delivery across HSBC’s digital channels. You will guide a cross-functional team through discovery and delivery, turning strategy into an actionable roadmap while meeting brand standards.

The role sits in a regulated environment where success means releasing simple, seamless and measurable journeys with strong collaboration between product design, engineering and risk.

Qualifications

• Proven end-to-end experience building, launching and managing consumer-focused digital products in complex regulated and/or agile environments.
• Ability to translate user research and behavioural data into simple intuitive digital journeys with clear customer outcomes.
• Ability to influence stakeholders across disciplines to align teams around shared outcomes and trade-offs.
• Strong judgement in prioritisation, backlog management and delivery decisions.

Responsibilities

• Define and design digital journeys with Proposition and Product Development teams including fulfilment and optimized 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, experimentation and clear success metrics 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 delivery

Digital product management

Stakeholder influence

Cross-functional collaboration

Regulated environment

Job description

HSBC Holdings plc in the United Kingdom seeks a Digital Journey Owner to drive customer-first digital journeys from idea to delivery across HSBC’s digital channels. You will guide a cross-functional team through discovery and delivery, turning strategy into an actionable roadmap while meeting brand standards.

The role sits in a regulated environment where success means releasing simple, seamless and measurable journeys with strong collaboration between product design, engineering and risk.