Senior Multichannel Strategy Leader

HSBC; Ciudad de México; In loco; MXN 1.200.000 - 1.800.000; Tempo pieno

Vantaggi offerti da questo lavoro

Wedding leave

Paid parental leave

Descrizione del lavoro

HSBC en Ciudad de México busca un líder de estrategia multicanal para definir, diseñar y movilizar la estrategia del banco, manteniendo una presencia física relevante y promoviendo la adopción de canales digitales y de autoservicio.

El ocupante coordinará equipos multifuncionales, definirá modelos de servicio por segmento y ubicación, y gestionará la experiencia del cliente mediante journeys integrados entre sucursales, centros de contacto y plataformas digitales.

Competenze

• 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.

Mansioni

• Define and govern the end‑to‑end multichannel strategy: Develop and maintain the vision, principles and short/mid/long term roadmap aligned to growth, efficiency, CX, risk and compliance.
• Design and optimise the physical footprint (branches, ATMs, CDMs and retail partners) with business cases and customer transition plans.
• Define service models by segment and location and set SLAs and routing rules across branches, contact centres and digital channels.
• Orchestrate cross‑channel customer experience improvements with integrated journeys and frictionless handovers.
• Drive channel efficiency and customer migration towards lower‑cost digital channels with measurable targets.
• Align stakeholders across Business, Technology, Operations, Data, Marketing, Product, Risk/Compliance and Channels to deliver key initiatives.
• Mobilise teams to deliver initiatives through governance and executive-level influence.
• Build a data‑driven culture; translate customer insights into actionable decisions.

Conoscenze

Channel strategy

Customer journey design

Cross-functional leadership

Data-driven decision making

Agile methodologies

英语/English proficiency

Formazione

Bachelor’s degree in Business Administration, Economics, Engineering, Marketing

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

Descrizione del lavoro

HSBC en Ciudad de México busca un líder de estrategia multicanal para definir, diseñar y movilizar la estrategia del banco, manteniendo una presencia física relevante y promoviendo la adopción de canales digitales y de autoservicio.

El ocupante coordinará equipos multifuncionales, definirá modelos de servicio por segmento y ubicación, y gestionará la experiencia del cliente mediante journeys integrados entre sucursales, centros de contacto y plataformas digitales.