Senior Manager, Client Experience Design

HSBC; City Of London; Hybrid; GBP 75,000 - 95,000; Full time

Job summary

A global banking institution in London seeks a Senior Manager for Client Experience Design. You'll lead the development of a CX strategy for Corporate and Institutional Banking, enhancing client interactions. The ideal candidate will have expertise in design thinking, commercial awareness, and a passion for customer-centric solutions. The role offers a hybrid working model and a competitive benefits package.

Benefits

Private healthcare

Enhanced maternity and adoption pay

Generous pension scheme

Qualifications

• Strong knowledge of design thinking and CX methodologies.
• Excellent skills for workshops and co-design sessions.
• Ability to analyze qualitative and quantitative data.
• Excellent communication and storytelling skills.

Responsibilities

• Shape CIB client experience strategy based on client needs.
• Lead and manage a team of experience designers.
• Work closely with CIB teams to ensure end-to-end design.
• Provide CX leadership across client interactions.

Skills

Design thinking knowledge

Facilitation skills

Data analysis

Proficiency in design tools

Excellent communication skills

Understanding of digital banking

Commercial awareness

Agile working experience

Relationship building

Tools

Figma

Job description

Senior Manager, Client Experience Design

Brand: HSBC

Area of Interest: Digital

Location: London, GB, E14 5HQ

Work style: Hybrid Worker

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 simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Manager Client Experience Design.

CIB's ambition is to be the #1 Global Corporate and Institutional bank in the world. As a client-centric organisation, how clients experience our propositions, technology and products will be central to achieving it.

This role will be part of the newly formed Client Experience Design (CXD) team. This role will be pivotal in defining how our Corporate and Institutional Banking (CIB) clients interact with us, setting the standard for a unified and exceptional experience. They will be responsible for developing and implementing a CX strategy across all client facing touchpoints and channels, aimed at increasing client satisfaction. The role holder will be highly client centric and commercially savvy, skilled at balancing client needs with business objectives, regulatory requirements, and operational realities. The role requires a blend of design leadership and delivery, close collaboration with clients and the CIB organisation, and a laser focus on delivering measurable client and commercial impact.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Assist the CXD directors to shape the CIB client experience strategy, ensuring it’s grounded in client needs and aligned with the bank’s strategic direction and objectives.
• Lead a team of client experience designers and researchers, tasked with setting the standards and blueprint for a unified client experience, that can be followed by CIB delivery teams.
• Work closely with CIB teams (product, design, coverage, technology, etc.) and programmes (value streams and strategic initiatives), to ensure journeys are designed end-to-end with the client at the centre and to a defined standard.
• Provide CX expertise and leadership on priority engagements to ensure alignment with the CX strategy, standards and success metrics across all client interactions, touchpoints and channels.
• Identify and implement customer centric success metrics at a bank- and initiative-level, to ensure the right customer outcomes are considered, tracked and achieved.
• Work directly with counterparts in Client Experience Insights to plan and drive research, gather feedback and analyse data at every project stage, and ensure insights inform design decisions and are included in artifacts (experience principles, journey maps etc).
• Engage clients to get ongoing feedback, participating in interviews, testing and field studies to uncover pain points and opportunities.
• Manage the design governance process, working closely with relevant teams (e.g. product, legal and risk) to ensure journeys are compliant deliver on the expected outcomes, owning any risks or issues that arise.
• Act as a client advocate and role model for client experience design across the CIB organisation and key initiatives.

To be successful in this role you should meet the following requirements:

• Strong knowledge of design thinking, CX and service design methodologies.
• Excellent facilitation skills for workshops and co-design sessions.
• Ability to analyse both qualitative and quantitative data to derive insights.
• Proficiency in design, mapping and prototyping tools (e.g., Figma).
• Excellent communication and storytelling skills to influence diverse stakeholders.
• Deep understanding of digital banking products, processes, and regulatory constraints.
• Sound commercial awareness – ability to link improved CX to revenue, cost savings, and risk management.
• Experience in agile ways of working and cross-functional collaboration.
• Proven ability to build strong relationships across stakeholder groups, business lines and geographies, influencing decision making.
• Aware of B2B clients and/or financial services, ideally with a focus on commercial and institutional products, processes and regulatory constraints (e.g. MSS, credit, rates, FX, payments, trade, or cash management), able to get up to speed quickly and comfortable in ambiguous, complex, fast paced and technical environments.
• Sound commercial awareness, able to link CX recommendations to business outcomes, such as revenue, cost savings, and risk management.
• A genuine and relentless passion for creating customer-centric solutions that are commercially viable and differentiating.
• Global mindset and background working across countries, products and channels to create and implement experiences.

This role is based in London.

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, 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.

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