VP I - Client Experience

HSBC Group; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

HSBC Innovation Banking is seeking a design-focused professional to map end-to-end client journeys and champion service design across the organisation. You will translate client needs into actionable requirements and coach teams in client-centred ways of working.

Based in London with hybrid working (office 2 days per week), you'll collaborate with the PPE team and other functions to co-create journey improvements, artefacts, and prototypes, including storyboards and emails, to enhance client

Qualifications

• Experience in service design or related CX/UX roles.
• Strong journey mapping and service blueprinting.
• Experience with user research activities and synthesis.

Responsibilities

• Map current-state and future-state client journeys across channels, products and touchpoints.
• Translate insights into clear problem statements, design principles and actionable requirements.
• Champion client-centred ways of working and coach teams on service design best practice.
• Support research activities such as client interviews, focus groups and surveys.
• Lead or support journey improvements through prototyping and artefact creation (emails, pages, etc.).
• Build and maintain stakeholder relationships to be the go-to for service design queries.
• Collaborate with global HSBC Innovation Banking teams to align design language and client experience.

Skills

Journey mapping

Service design

Figma

Stakeholder management

Research activities

Prototyping

Job description

You will help the organisation improve end-to-end client touchpoints and journeys across our product suite. Working closely with colleagues in the Client Experience function who look after research and insights and client experience management, you'll translate client needs into clear, feasible actions and help drive real-world change through to completion. You'll also act as a champion for service design and human-centred thinking across the organisation.

You will be responsible for mapping current-state and future-state client journeys across channels, products and touchpoints. Identifying pain points, moments that matter, root causes and opportunities to improve outcomes for clients and colleagues. Facilitating practical design activities (e.g., journey mapping workshops, co-creation sessions, service prototyping) to align stakeholders and accelerate delivery.

What you can expect to be doing:

• Mapping current-state and future-state client journeys across channels, products and touchpoints
• Converting insights into clear problem statements, design principles, opportunity areas, hypotheses, and actionable requirements
• Act as a champion of design within the organisation, promoting client-centred ways of working and decision-making through coaching, templates, show-and-tells, and pragmatic guidance on service design best practice
• Supporting research activities such as client interviews, focus groups and online surveys
• Leading / supporting the delivery of journey improvements through hands on design work such as prototyping, creation of materials such as emails or working with the appropriate teams to create new website pages
• Building and maintaining stakeholder relationships with all levels of the organisation, to ensure that the team is the first point of contact for service design and other design related queries
• Support best-practice sharing with the global HSBC Innovation Banking teams to ensure that design language and client experience is as consistent as possible across the organisation
• Role model client-centricity and collaboration across HINV and the wider HSBC organisation, proactively building strong relationships and influence across stakeholder levels, driving awareness, advocacy and partnership
• Proven experience in service design or a related customer experience or user experience role delivering journey improvements
• Experience within financial services a benefit but not requirement
• Strong experience in journey mapping and service blueprinting
• Demonstrated ability to deliver journey improvements based on insights and best practice
• Experience in creating artefacts that can communicate a proposed future experience such as storyboards, mock-ups and interactive prototypes
• Comfortable supporting research activities such as interviews, focus groups and the associated synthesis and reporting
• Sound commercial awareness and able to link improved design and CX activities and outcomes to revenue, cost savings, and risk management in reporting and recommendations
• Hands-on proficiency with Figma and confidence producing clear design/service artefacts
• A keen interest in the innovation ecosystem
• Excellent stakeholder management and ability to influence decision-making and contribute to strategy
• Clear, concise communication skills-able to tell the "story of the service" from client need to business impact

HSBC Innovation Banking is the power behind the UK's forward-thinkers, future-makers, and leap-takers, helping them ignite the bold ideas that reshape our world. We offer flexible banking solutions for start-ups, scale-ups, growth businesses, investors and those working towards IPO typically within the technology and life science sectors.

Here’s to never standing still.

The team you’ll work with:

The Propositions, Pricing and Enablement (PPE) team is part of the wider HSBC Innovation Banking UK Commercial Organisation under the leadership of the Chief Commercial Officer ("CCO"), which includes the PPE Team, Innovation Markets Team, Treasury & Trade Solutions ("TTS") Team, Product Management Teams, Corporate Communications Team and Marketing Team., Our home office in Finsbury Square, London. We offer hybrid working to our employees, so you can flex between home and the office, with a current requirement to be in the office 2 days per week.

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 have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail].