Senior Multichannel Strategy Lead — Banking Transformation

HSBC Holdings plc; Ciudad de México; On-site; MXN 1,800,000 - 2,400,000; Full time

Job summary

HSBC Holdings plc in Mexico City is seeking a Transformation Director to lead the multichannel strategy encompassing branches, ATMs, online, and mobile channels. You will define governance, roadmaps, and differentiated service models to improve customer experience while driving efficiency and cost optimization.

The role requires building and guiding a cross-functional team across business, technology, operations, data, and risk to ensure successful delivery and stakeholder alignment with

Qualifications

• Minimum 8 years in banking, consulting, or fintech roles related to transformation, channels, or digital strategy.
• Proven track record leading multidisciplinary teams.
• Demonstrated experience in large-scale channel optimization or digital transformation programs.

Responsibilities

• Define end-to-end multichannel strategy and governance framework.
• Design optimal physical footprint of branches, ATMs, and partners.
• Co-design differentiated service models by segment and location.
• Orchestrate cross-channel customer journeys and reduce friction.
• Drive migration to digital channels and cost-efficient services.
• Coordinate stakeholders across Business, Technology, Operations, Data, Marketing, and Risk.
• Lead a data-driven culture and develop the transformation team.

Skills

Channel strategy

Customer journey design

Customer experience management

Banking operations

Transaction migration models

KPI design

Agile methodologies

Data-driven decision-making

Regulatory knowledge (CNBV/Banxico)

Advanced English

Education

Bachelor’s degree in Business Administration, Economics, Engineering, Marketing, or related fields

Master’s degree preferred in Business, Digital Transformation, or Strategy

Certifications in Agile / Scrum / Design Thinking / CX Strategy

Job description

HSBC Holdings plc in Mexico City is seeking a Transformation Director to lead the multichannel strategy encompassing branches, ATMs, online, and mobile channels. You will define governance, roadmaps, and differentiated service models to improve customer experience while driving efficiency and cost optimization.

The role requires building and guiding a cross-functional team across business, technology, operations, data, and risk to ensure successful delivery and stakeholder alignment with