Product Manager: Customer Journey Design & Optimization

HSBC Group; Knowsthorpe; On-site; GBP 70,000 - 100,000; Full time

Job summary

HSBC Group in the United Kingdom seeks a Product Manager-Customer Journey Development to own the end-to-end design, delivery and optimisation of customer journeys across product verticals such as Credit Cards, Personal Loans, Current Accounts and FX.

From discovery through live performance, you will translate customer insight, commercial objectives and regulatory requirements into journeys measurably better for customers and the business.

Qualifications

• Substantial experience in product management or customer journey management or service design.
• Demonstrated end-to-end delivery from discovery to live optimisation for a product or journey.
• Ability to translate data, research and regulatory requirements into actionable journey designs.

Responsibilities

• Own end-to-end design, delivery and optimisation of customer journeys across one or more product verticals.
• Lead discovery using quantitative data, qualitative research and regulatory insight to define scope and root causes.
• Define detailed journey specifications including channel flows, decision logic and exception handling; manage journey-level deliverables.
• Partner with Product, Risk, Legal, Compliance, Operations and Technology; influence governance and steering forums.

Skills

Product management

Customer journey management

Service design

Data analytics

Stakeholder collaboration

Job description

HSBC Group in the United Kingdom seeks a Product Manager-Customer Journey Development to own the end-to-end design, delivery and optimisation of customer journeys across product verticals such as Credit Cards, Personal Loans, Current Accounts and FX.

From discovery through live performance, you will translate customer insight, commercial objectives and regulatory requirements into journeys measurably better for customers and the business.