Digital Journey Manager

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

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Digital Journey Owner.

As a Digital Journey Manager you’ll take a customer-first product vision from idea to reality across HSBC’s digital channels. You’ll turn strategy into an actionable roadmap then guide a cross-functional team through discovery and delivery. The role sits in a regulated environment where great outcomes depend on strong collaboration across product design engineering and risk. Success means releasing digital journeys that are simple seamless and measurable - reducing friction for customers while meeting business and brand standards. You’ll use insight data and experimentation to keep improving what customers experience every day.

As an HSBC employee in the UK, you’ll 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’ll

• 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 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

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

• Proven end-to-end experience building launching and managing consumer-focused digital products in complex regulated and/or agile environments
• Can translate user research and behavioural data into simple intuitive digital journeys with clear customer outcomes
• Able to influence stakeholders across disciplines to align teams around shared outcomes and trade-offs
• Can apply strong judgement in prioritisation backlog management and delivery decision-making
• Communicate clearly to set direction define success metrics and keep teams focused on customer value
• Can partner effectively with design engineering and risk to validate solutions and deliver within a regulated context
• Curious about emerging technologies such as AI and how they can enhance real-world customer experiences

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 - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 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 have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail].