Senior Customer Experience Designer (Innovation)– Global Liquidity and Cash Management
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HSBC is investing more than $2 billion in making digital banking better. This role sits in the Global Liquidity and Cash Management Innovation team, which is at the forefront in designing and developing the next generation of products and services for our corporate and institutional clients. The Innovation team is focused on engaging with the FinTech community to identify new product ideas and partners, and working with internal product groups, Sales and technology stakeholders to incubate ideas, and to oversee and accelerate their delivery to market.
Global Liquidity and Cash Management (GLCM) is made up of almost 10,000 people, across more than 60 countries. The business is uniquely positioned to help clients make payments across borders, across currencies and regulations, quickly and cost effectively with dedicated in country and regional support. Our expertise in this area is repeatedly recognised by the industry's most prominent publications and associations with numerous global, regional and country awards.
We are currently seeking an experienced individual to join the Innovation team in the role of Senior Customer Experience Designer .
The role holder will play a key role in establishing customer experience design best practice, understanding and documenting customer journeys, developing use cases and delivering globally at scale to solve real-world customer problems. The team is leveraging emerging new technologies such as Artificial Intelligence and Machine Learning, Data Analytics and Cloud Technology, Blockchain Technology, APIs and Open Banking, Biometrics, Mobile and Smart Cities / Internet of Things to deliver world-class, transformational, new strategic propositions.
In this role you will:
· Drive the development and evolution of customer experience design both as a discipline and practice with a focus on quality and impact, ensuring each project deliverable is of the highest quality
Lead workshops / customers interviews to determine, test and document customer journeys
Elicit requirements, define the user experience through concepts, wireframes and prototyping to ensure successful delivery of future propositions
Overseeing the UI and UX produced by the user experience designers, offering support, guidance and design direction
Uncover opportunities to apply design thinking and customer experience service design to solve challenges and realise opportunities to better serve our corporate and institutional customers
Continually improve the toolkit for design thinking and human-centred design by refining existing and incorporating new tools, methods, and processes
Ideal candidate profile
The ideal candidate for this role will have:
A natural skill to engage with people at a deep level, whether observing or interviewing customers, or working with fellow team members and clients – be a natural storyteller in a way that generates empathy, emotion, and engagement
Extensive knowledge of and experience with driving and applying human-centred design processes while working collaboratively with customers and cross-functional teams
Mastery of customer experience design, proficiency in design research and business design, and familiarity with digital product creation
Proven history leading or working with cross-functional teams to create powerful, effective and coherent design solutions
Knowledge of and curiosity about technology and its impact on design solutions.
Customer focussed, results based approach, able to deliver to deadlines
The base location for this role will be London, either 8 Canada Square in Canary Wharf or the City / Southbank (WeWork location).
You'll achieve more when you join HSBC.
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.
At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.
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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 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.
We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies