Senior Digital Optimisation Manager

Job description

The Senior Digital Optimisation Manager is a key role within HSBC’s Digital Centre of Excellence (DCoE) for Europe, Middle East and North Africa (EMEA).
 
The successful candidate will manage and lead Digital Optimisation operational activities within the Digital COE across EMEA and global sites with primary responsibility for market engagement, planning and delivery.
 
This position is a combination of evangelist, programme manager, conversion rate and digital channel (browser, mobile and tablet) optimisation specialist. The role holder will work closely with Global Platform Management providing operational insight and with the business to educate senior managers and channel owners on the benefits of optimisation.
 
Responsibilities include developing and prioritising optimisation strategies for the digital channels based on local/global objectives to maximise revenue generation and business growth; along with interpreting Group Digital strategy in order to ensure hypotheses and identified opportunities support this.
 
As the primary contact the successful candidate will be responsible for overseeing the day-to-day execution of testing programs, including the gathering, communication and documentation of project requirements, marketing consulting, data analysis and complex problem solving, while working closely with DCoE Performance Analysis and Global Digital and Analytics teams.
 
The role holder will build and maintain exceptionally strong relationships advising them on how to apply quantifiable long-term, state-of-the-art optimisation strategies to their digital properties, including but not limited to A/B testing, multivariate testing (MVT), personalisation and content targeting. 
Bringing a high level of enthusiasm, creativity and resourcefulness to the role, the applicant should not be afraid to take risks, possess a great decision-making ability and will excel in high pressure and escalation situations.
 
We recognise that the world has changed and we need to change with it. HSBC is now undertaking a significant reshaping of its business portfolio. We are redeploying resources to capture expected future growth opportunities and adapting to structural changes in the operating environment.
 
Our Digital Centre of Excellence (COE) is a global operational centre of digital for HSBC supporting digital transformation, which enables process simplification and accelerates channel migration, improving productivity and customer experience.
 
The COE offers exposure to all business areas of the bank, and an opportunity to work with teams all around the world. We really value knowledge and experience new employees can bring and this is a chance to add real value and expertise from other industries such as large on-line retailers and supermarkets.
 
We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits.
 
As our Digital practice is such a high profile area within the bank, it is currently receiving a high level of investment and resource to help it grow into a key pillar of the business.
 
We have Digital roles in London and Leeds and keen to hear from people who would like to be part of this exciting journey. 
 
Your responsibilities will include:
Building and leading a high performance team in accordance with Digital Centre of Excellence principles
Direct Leadership of an internal team and indirect leadership of vendor teams
Establishing excellent working relationships with multiple Stakeholders including the Global and In Country Digital teams, SWD, Analytics  and the wider community of content owners across the business to optimise channel performance
Act as the main point of contact for the DCoE Optimisation team, with accountability for collaboration within DCoE, aligning optimisation activity to support the local/global digital objectives
Influence technology partners to improve optimisation tools and technologies
Vendor management to ensure budget management and provision of high quality service
Lead governance process to support standardised optimisation and reporting framework by creating global optimisation footprint
Identifying key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate
Lead team to define and prioritise optimisation activities in consultation with In Country teams.

Desired profile

The ideal candidate for this role will have:
Degree level qualification or equivalent
Experience with AB Testing and Multivariate Testing (MVT) solutions essential; experience with personalisation projects or programmes an advantage
Strong quantitative skills and familiarity with statistical analysis or experiment design
Proven programme/project management experience and understanding of client business needs
Knowledge of HTML and JavaScript; a programming or scripting background would be advantageous
Ability to produce clear concise technical documentation
Working knowledge of Webtrends and Cognos (or relatable) MI and analysis tools
Subject Matter Expertise of channel, including technical, commercial, market place and customer considerations.
Strong Commercial focus, ability to balance risks vs. rewards and maximize the cost effectiveness and profitability for the business
Pragmatic decision making skills, with the ability to make clear judgments based on a range of factors, e.g. commercial, risk, and customer experience
Outstanding communication skills, with the ability to tailor messages and deliverables to stakeholders of all levels, both internally and externally, to explain complex or technical issues
Innovative – the ability to deliver challenging targets/goals through new and innovative means
To have a clear high level view and understanding of the Multi-Channel and Digital strategies along with regional sales / servicing plans
Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe)
High levels of resilience and self-motivation
Strong performance management and team development skills
The ability to quickly understand customer and operational considerations
Supporting executive and non-executive working groups and effecting change through people in a large matrix organization
Strong understanding of banking / HSBC and understanding of how change drives benefits for HSBC, its customers and other stakeholders.
The base location for this role is UK (Leeds or London) or Hong Kong.
 
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable by doing the right thing. These are the values that guide us every day and we seek to recruit people who share these values.
 
We are also committed to increasing opportunities for our employees to work flexibly and welcome job share or flexible working applications.
 
Key search words: Optimisation, Digital, Performance, MVT, AB, MI, Manager, Leader, Commercialisation