CME Product Owner – Customer Management Experience

Job description

CME Product Owner – Customer Management Experience - Global Commercial Banking (0000E6ZQ)

Some careers offer brighter prospects than others.

If you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

When you think of driving growth do you focus on the customer? Do you get your energy from making things simple? At HSBC Global Commercial Banking we're leveraging our size and strength and investing in disruptive technological change to simplify the business. We are building a world-class organisation capable of high-paced, end-to-end transformation centred around our customers. We need innovative thinkers and doers to help deliver our ambition.

We invest in our people and have a variety of open roles in Commercial Banking. If you decide to join us, we will support your growth and development and provide you with the opportunity to be part of a significant commercial transformation. With the world's global bank, you will get the chance to work with and influence a wide range of businesses in the 50+ countries and territories where we operate, from small enterprises to mid-market companies and large multinationals. You'll play a strategic role in driving our investments to success and delivering a customer experience fit for the future.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

We are currently seeking an experienced individual to join this team in the role of CME Product Owner – Customer Management Experience

Role Overview:

Reporting to the Global Head of Customer Management Experience (CME), this is a key Management position within the newly created Customer Experience and Sales Development (CESD) function responsible for supporting the definition and implementation of the front-line “eco-system” tooling to improve the customer experience.

CESD is key to the Global CMB Strategic Business Objectives (SBO) and Global Banking Digital Strategy, charged with defining, developing and implementing “new-state” internal sales strategy and capabilities (digital/technology sales capability enhancements and development of CMB's sales culture) and redefining the customer experience across all touch-points to deliver competitive advantage and enhance CMB's unique global positioning.

The SBO's main purpose is to transform and digitalise the business, delivering material improvements for our customers and colleagues. CMBs strategic business outlook will determine the businesses change priorities for 2019-2022, accelerate our digital and streamlining strategy across our markets.

As a GCB 4, the CME Product Owner will be the conduit between the Programme Director and the development team. Responsible for maximizing the value of the products created by a scrum development team.

The role holder will have direct responsibility for ensuring that all activity supports sustainable growth, and improved process/ automation in a responsible way to meet regulatory and customer needs. The role is critical to the Global CMB Strategy for the CESD function to fulfill the Global CMB SBO requirements.

In this role, you will:

· Deliver the on-going success and continuous improvement of the CRM/CME platforms to ensure simplification and consolidation of RM tools to create the desired business benefits, best in class tooling that is simple and easy to use;
·
Ownership of the tooling requirements gathering activity, managing scope; incorporating feature requests into the product roadmap through delivery to implementation, ensuring that all deliverables are prioritised, feasible, managed to time/quality and meet business requirements;

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Championing an end user-centered approach to tooling development and support processes using valuable insight into business processes, data and systems analysis;

·
Set sprint goals, follow the progress of work and address production issues as they arise;

·
Responsible for leading the development of user stories, prioritising the product backlog and engaging with Agile Teams to develop the required technology solutions;

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Accountable for ensuring all digital product management disciplines are adhered to during the design, build, implementation and providing quality assurance of products and features;

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Support the creation of user acceptance test (UAT) scripts to ensure CRM/CME tools/systems are designed as expected by the business, and any issues/gaps can be identified and fixes implemented.

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Actively contribute to the communication and engagement strategy to support the end users and stakeholders associated with deliverables.

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Overseeing the day-to-day execution of testing programmes, creating and managing reporting around planned activity, including pre- and post-test analysis, gathering, communication and documentation of project requirements, complex problem solving and implementation of solutions.

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Apply data and metrics to analyse and interpret customer and RM feedback, overlay current landscape to identify gaps and build a roadmap prioritising preferences, return on investment and to mitigate risk;

·
Accountable for the governance and input design authority for the development of the products and services in line with the published roadmap, and for escalations in line with the appropriate governance regime for deviations from that approved roadmap;

Desired profile

Qualifications :

To be successful in this role you should meet the following requirements:

· 
Strong understanding of user centric design and its application.

· 
Appreciation of software development and web technologies (CRM preferable).

· 
Awareness of tools/platforms typically required by the sales and service management / frontline teams to deliver optimum sales and effectiveness.

· 
Background of having worked successfully using Agile Methodology

· 
Previous experience of having worked as a Product Owner or similar role in product management and managing all stages of the product life cycle

· 
Proven ability in working across multi-disciplinary and multi-cultural environments;

· 
Strong analytical background and proven ability in analytical rigor, including being able to contextualize data into business activities and conclusions;

· 
Track record in successfully designing and implementing large-scale, complex global / regional change initiatives, operationalising policies and procedures; and

· 
Significant experience in managing digital technologies and their development and deployment into organisations at scale.

· 
Evidence of senior stakeholder management and communication.

· 
Appreciation and preferably experience of business engagement.

Location We Work Waterloo, London



You'll achieve more when you join HSBC.As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Commercial Banking UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation. Within the work place you will have access to various employee resource groups which aim to promote and achieve a health work / life balance and support our diversity ambitions.


When joining HSBC Commercial Banking UK, you will become a valued member of our team, we take the time to get to know you and there will be many tailored development opportunities along the way to support your career to grow as much as you want. We can offer you a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity, shared parental and adoption pay, and support when you return to work, and a contributory pension scheme with a generous employer contribution. But this is only the start, we work closely with our colleagues to understand their life balance needs and we support them with several schemes and initiatives. We can't wait to tell you about our ways of working, wellbeing agenda and our healthiest human system!

Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone : +44 2078328500