Mortgage Product & Customer Experience Associate

HSBC Holdings plc; Leeds; On-site; GBP 48,000 - 68,000; Full time

Job summary

HSBC Holdings plc in the United Kingdom seeks to strengthen its mortgage change delivery by improving customer journeys and processes. The role focuses on customer-led changes, cross-functional collaboration, and aligning initiatives with regulatory and commercial needs.

The ideal candidate will understand UK mortgage processes, engage stakeholders at all levels, and drive practical, data-driven solutions to improve customer outcomes and journeys across channels.

Qualifications

• Experience delivering customer-focused change balancing commercial and regulatory needs.
• Understanding of HSBC mortgage processes, policies and journeys across channels.
• Proven ability to engage and influence stakeholders at all levels.

Responsibilities

• Support change delivery against the Annual Operating Plan.
• Develop customer-led processes, tools and services.
• Support customer and third-party acquisition and retention initiatives.
• Build stakeholder relationships and share feedback.
• Collaborate across mortgage, risk, underwriting, operations, digital, legal and compliance teams.

Skills

Stakeholder engagement

Analytical thinking

Data-driven

Root-cause analysis

Change delivery

Customer journey

Communication

Presentation skills

Tools

MS Office

Excel

PowerPoint

Job description

HSBC Holdings plc in the United Kingdom seeks to strengthen its mortgage change delivery by improving customer journeys and processes. The role focuses on customer-led changes, cross-functional collaboration, and aligning initiatives with regulatory and commercial needs.

The ideal candidate will understand UK mortgage processes, engage stakeholders at all levels, and drive practical, data-driven solutions to improve customer outcomes and journeys across channels.