VP I - Client Experience

HSBC; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working (2 days in office)

Job summary

HSBC Innovation Banking is seeking a design/ CX specialist to map current and future client journeys, translate insights into actionable requirements, and champion client-centric service design across teams in London. You’ll prototype solutions, collaborate with product and research functions, and help align CX practices with business goals.

You will work in a hybrid setup based in London, collaborating with global teams to ensure consistent design language and customer outcomes.

Qualifications

• Experience in journey mapping and service blueprinting.
• Ability to translate insights into actionable requirements.
• Proficiency with artefacts such as mock-ups and interactive prototypes.
• Comfort with research activities such as interviews, focus groups and surveys.
• Strong stakeholder management and communication skills.

Responsibilities

• Map current-state and future-state client journeys across channels, products and touchpoints.
• Convert insights into clear problem statements, design principles, opportunity areas, hypotheses, and actionable requirements.
• Champion design within the organisation, promoting client-centred ways of working and decision-making.
• Support research activities such as client interviews, focus groups and online surveys.
• Lead / support journey improvements through prototyping and creating materials or collaborating with teams to create new pages.
• Build and maintain stakeholder relationships to be the first contact for service design queries.
• Share best-practice with global HSBC Innovation Banking teams for consistent design language and CX.
• Role-model client-centricity and collaboration across HSBC groups.

Skills

Journey mapping

Service blueprinting

Prototyping

Figma

Stakeholder management

Client-centred design

Design thinking

Tools

Figma

Job description

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.

Whether it’s comprehensive banking, managing cashflow, plans for buyouts or Strategic Fund Solutions, we power ideas at every stage of their journey. From the first-time founders to the funds that back them, and everything in between. We're proud to accelerate growth for our clients, create meaningful connections and communities, and open a world of global opportunity for entrepreneurs and investors alike.

Here’s to never standing still. Come and join us!

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.

The value you’ll add:

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

Requirements:

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

Where you’ll be based:

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] .