Product Manager: Customer Journeys for Banking

HSBC Group

Birmingham

On-site

GBP 60,000 - 85,000

Full time

3 days ago

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Job summary

HSBC Group in Birmingham is seeking a Product Manager for Customer Journey Development to own end-to-end design, delivery and optimisation of customer journeys across product verticals such as Credit Cards, Personal Loans and Current Accounts.

From discovery to live performance you will translate customer insight, commercial objectives and regulatory requirements into journeys that are measurably better for customers and the business, partnering with Product, Risk, Legal, Compliance, Operations

Qualifications

Demonstrated experience in managing end-to-end product or customer journeys.
Ability to translate data, research and regulatory requirements into clear journey designs.
Knowledge of Jobs To Be Done, personas, journey mapping and service blueprinting.
Strong analytical skills with metrics like funnel performance and NPS.

Responsibilities

Own end-to-end customer journey design across selected product verticals.
Run structured discovery using quantitative data and regulatory insight.
Create journey problem statements and discovery packs framing outcomes.
Map current-state journeys and identify friction points with supporting data.
Design target-state journeys aligned to HSBC strategy and regulatory obligations.
Define detailed journey specifications and manage delivery epics and stories.