Product Manager: Customer Journey & Experience

HSBC; Birmingham; On-site; GBP 65,000 - 90,000; Full time

Job summary

HSBC is hiring a Product Manager-Customer Journey Development to own end-to-end customer journeys across key product verticals such as Credit Cards, Personal Loans, Current Accounts and FX. You’ll translate insight, objectives and regulatory requirements into measurably better journeys for customers and the business.

Working in a new Product and Journey Development team within HSBC UK Retail Transactional Banking, you’ll drive discovery, design and live delivery with data-led thinking and clear

Qualifications

• Substantial experience in product management or customer journey management across retail banking.
• Ability to translate data, insights and regulatory requirements into actionable journey designs.
• Proficiency in journey mapping, service blueprinting and experience design.

Responsibilities

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

Skills

Product management

Customer journey management

Service design

Job description

HSBC is hiring a Product Manager-Customer Journey Development to own end-to-end customer journeys across key product verticals such as Credit Cards, Personal Loans, Current Accounts and FX. You’ll translate insight, objectives and regulatory requirements into measurably better journeys for customers and the business.

Working in a new Product and Journey Development team within HSBC UK Retail Transactional Banking, you’ll drive discovery, design and live delivery with data-led thinking and clear