Product Manager — Customer Journey Development (Hybrid)

HSBC; Leeds; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

HSBC UK is seeking a Product Manager-Customer Journey Development in Leeds to own end-to-end journey design and delivery across key retail banking products. You will translate customer insights, regulatory requirements and commercial objectives into improved journeys that boost customer experience and operational efficiency.

In a newly established Product and Journey Development team within HSBC UK Retail Transactional Banking, you will work in a hybrid environment, shaping standards and journey

Qualifications

• Experience in product management or service design for retail banking products.
• End-to-end delivery from discovery to live optimisation.
• Translate data, research and regulatory requirements into journey designs.
• Use Jobs To Be Done, personas, journey mapping and service blueprinting.
• Use funnel, NPS and MI data to form hypotheses.

Responsibilities

• 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; manage journey-level delivery epics and stories contributing to the roadmap.

Skills

Product management

Customer journey

Service design

Data analytics

Regulatory insight

Stakeholder management

Job description

HSBC UK is seeking a Product Manager-Customer Journey Development in Leeds to own end-to-end journey design and delivery across key retail banking products. You will translate customer insights, regulatory requirements and commercial objectives into improved journeys that boost customer experience and operational efficiency.

In a newly established Product and Journey Development team within HSBC UK Retail Transactional Banking, you will work in a hybrid environment, shaping standards and journey