Product Manager - Customer Journey Development

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

• 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 scheme and regulatory obligations
• Define detailed journey specifications including channel flows decision logic and exception handling and manage journey-level delivery epics and stories contributing to the customer journeys delivery roadmap

What we're looking for

• Bring substantial experience in product management, customer journey management or service design across retail banking products such as credit cards and personal loans
• Demonstrate end-to-end delivery from discovery through to live optimisation for a product or customer journey
• Translate data research and regulatory requirements into clear actionable journey designs
• Apply journey and service design methods including Jobs To Be Done personas journey mapping service blueprinting and experience design
• Use data and analytics such as funnel performance NPS and commercial and operational MI to form insight-led hypotheses
• Partner across Product Risk Legal Compliance Operations and Technology and navigate governance and steering forums

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'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. As a Product Manager-Customer Journey Development, you'll own the end-to-end design, delivery and optimisation of customer journeys across one or more product verticals such as Credit Cards, Personal Loans, Current Accounts and FX. Working from Discovery through to Live Performance you'll translate customer insight, commercial objectives and regulatory requirements into journeys that are measurably better for customers and for the business. You'll join a newly established Product and Journey Development team within HSBC UK Retail Transactional Banking with a clear focus on consistent, data-driven journey thinking. Success means clearer problem definition, better-designed journeys and measurable improvements across customer experience, operational efficiency and commercial outcomes. The role also contributes to team capability by setting standards and strengthening the way journey work is done across the function.