Vice President, Digital Adoption and Omnichannel Experience

HSBC; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A leading global bank in Singapore is seeking a Vice President for Digital Adoption and Omnichannel Experience. This pivotal role focuses on driving digital adoption by transforming customer interactions into self-serve channels, leading transaction migration initiatives, and enhancing the digital-first culture within the organization. The ideal candidate will possess a solid understanding of digital banking challenges and have a proven track record in executing successful migration strategies. Opportunities for professional development and a commitment to an inclusive workplace are key aspects of this role.

Benefits

Continuous learning opportunities

Flexible work environment

Inclusive culture

Qualifications

• Strong understanding of digital adoption challenges and frontline operations.
• Proven record in transaction migration initiatives from physical to digital channels.
• Experience with assisted digital tools in branches.

Responsibilities

• Drive digital adoption through targeted campaigns and data insights.
• Lead migration of transactions from branches to digital channels.
• Design staff advocacy programs to enhance digital confidence.
• Collaborate with multiple functions to enhance customer journeys and drive engagement.

Skills

Digital transformation

Data insights

Cross-functional teamwork

Digital adoption strategies

Job description

International Wealth and Personal Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world‑class wealth management through best‑in‑class, mobile‑first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. International Wealth and Personal Banking provides a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best‑in‑class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high calibre professional to join our team as a Vice President, Digital Adoption and Omnichannel Experience.

In this role you will:

• Drive digital adoption by converting non-registered and inactive customers into active mobile banking users through targeted campaigns, data insights, and personalised nudges
• Lead transaction migration by identifying high-volume, low-complexity interactions in branches and contact centres, and shifting them to seamless, self-serve digital channels
• Champion a digital-first culture by designing staff advocacy and training programmes to boost digital confidence and frontline enablement
• Deploy and optimise digital and hybrid servicing tools (e.g. remote advisory, appointment booking, queue systems) to improve frontline productivity and customer experience
• Collaborate across functions—Digital, Channels, Distribution, IT, Marketing, and Operations—to co-create omnichannel journeys and drive digital engagement
• Use behavioural analytics and customer feedback to continuously enhance digital journeys and service design
• Monitor and improve performance against key metrics including digital registrations, transaction migration, app usage, and customer satisfaction

To be successful you will need:

• Strong understanding of frontline challenges for digital adoption and manual operational processes especially for high volume physical transactions
• Demonstrated success in designing and executing transaction migration initiatives from physical to digital channels
• Experience working with cross-functional teams such as frontline, operations, marketing, and IT to deliver digital solutions and initiatives. Experience working in the frontline will be an advantage.
• Experience in deploying assisted digital tools in branches to support hybrid customer journeys
• Understanding of regulatory and risk considerations in digital banking environments

Opening up a world of opportunity www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.