Product Manager: Customer Journey Design (Banking)

HSBC Holdings plc; Swansea; Vor Ort; GBP 65.000 - 85.000; Vollzeit

Zusammenfassung

HSBC is seeking a Product Manager-Customer Journey Development to own the end-to-end design, delivery and optimisation of customer journeys across credit cards, personal loans, current accounts and FX. You will work from discovery through live performance, translating customer insights and regulatory requirements into measurable journey improvements.

You will join a newly established Product and Journey Development team within HSBC UK Retail Transactional Banking, focusing on consistent,

Qualifikationen

• Substantial experience in product management, customer journey management or service design.
• Ability to translate customer insight and regulatory requirements into well-defined journeys.
• Experience using data and analytics to inform journey improvements.

Aufgaben

• Own end-to-end customer journey design, delivery and optimisation across selected product verticals.
• Run structured discovery using quantitative data, qualitative research and regulatory insight to define scope and root causes.
• Create journey problem statements and discovery packs that frame outcomes for customers, commercial performance and compliance.
• Map current-state journeys end-to-end identifying friction, drop-off and failure points using supporting data.
• Design target-state journeys aligned to HSBC strategy, risk appetite and regulatory obligations.
• Define detailed journey specifications including channel flows, decision logic and exception handling and manage journey-level delivery epics and stories.

Kenntnisse

Product management

Customer journey management

Service design

Data-driven decision making

Jobbeschreibung

HSBC is seeking a Product Manager-Customer Journey Development to own the end-to-end design, delivery and optimisation of customer journeys across credit cards, personal loans, current accounts and FX. You will work from discovery through live performance, translating customer insights and regulatory requirements into measurable journey improvements.

You will join a newly established Product and Journey Development team within HSBC UK Retail Transactional Banking, focusing on consistent,