Head of Customer Journey

HSBC Holdings plc; Birmingham; In loco; GBP 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

HSBC Holdings plc in the United Kingdom seeks a senior leader to shape customer journeys and transformation across regulated, multi-channel environments. You will build and embed service design practices, establish capability standards and drive QA while collaborating across Retail/Wealth and Commercial Banking with awareness of regulatory contexts.

The role requires translating customer insights into target journeys, prioritised roadmaps and measurable outcomes, applying human-centered design

Competenze

• Experience leading enterprise-scale customer journey or transformation programmes in regulated, multi-channel environments.
• Ability to build and embed customer journey/service design practices with capability-building, standards, tooling and QA.
• Understanding of the UK banking market across Retail/Wealth and/or Commercial sectors and regulatory contexts.
• Proven ability to translate customer insight into target journeys, roadmaps and measurable outcomes.
• Practical knowledge of journey management and human-centered design methods (taxonomy, mapping, blueprinting, research).
• Knowledge of Agile Value Streams, product/platform models and Business Architecture connecting journeys to capabilities.
• Experience establishing outcome frameworks, OKRs and scorecards using imperfect data.

Mansioni

• Bring extensive experience running enterprise-scale customer journey, customer experience, transformation or operating-model programmes in regulated, multi-channel environments.
• Demonstrate experience building and embedding customer journey or service design practices including capability building, common standards, tooling and design quality assurance.
• Show understanding of the UK banking market across Retail Banking and Wealth and/or Commercial Banking and how to work across customer segments, products and regulatory contexts.
• Evidence success translating customer insight into target journeys, operating-model change, prioritised roadmaps and measurable delivery outcomes.
• Apply practical knowledge of customer journey management and human-centred design including taxonomy, journey mapping, service blueprinting, research, co-creation and continuous improvement.
• Show knowledge of Agile Value Streams, Product and Platform operating models and Business Architecture including how journeys connect to capabilities, processes, data and technology.
• Demonstrate experience establishing outcome frameworks, OKRs and scorecards combining customer, commercial, operational and risk measures using imperfect or fragmented data.

Conoscenze

Customer journey management

Service design

Capability building

Cross-functional collaboration

UK banking market knowledge

Executive stakeholder influence

OKRs & scorecards

Descrizione del lavoro

• Bring extensive experience running complex enterprise-scale customer journey, customer experience, transformation or operating-model programmes in regulated, multi-channel environments
• Demonstrate experience building and embedding customer journey or service design practices including capability building, common standards, tooling and design quality assurance
• Show understanding of the UK banking market across Retail Banking and Wealth and/or Commercial Banking and how to work across customer segments, products and regulatory contexts
• Evidence success translating customer insight into target journeys, operating-model change, prioritised roadmaps and measurable delivery outcomes
• Apply practical knowledge of customer journey management and human-centred design including taxonomy, journey mapping, service blueprinting, research, co-creation and continuous improvement
• Show knowledge of Agile Value Streams, Product and Platform operating models and Business Architecture including how journeys connect to capabilities, processes, data and technology
• Demonstrate experience establishing outcome frameworks, OKRs and scorecards combining customer, commercial, operational and risk measures using imperfect or fragmented data
• Influence and align senior stakeholders at Executive Committee level to secure decisions across business and functional boundaries