Senior Customer Experience Product Manager, HSBC Fintech

2 months ago

Shanghai, China HSBC Full time

We are currently seeking an experienced professional to join our team.

In this role, you will:

·Delivery of HSBC's digital capabilities including products and transactional services

·Define the digital expression of the specific propositions, and to ensure the timely delivery of these features across multiple markets and systems

·Identify opportunities for HSBC to enhance the self-service experience aligned to the digital strategy

·Ensure the user experience in line with HSBC's brand and consistent with other products

·Ensure the products and online journeys are performing as expected and look to drive optimisation based on data and insight

·Accountable for the end-to-end customer experience for sales, servicing and marketing of agreed digital products

·Responsible for alignment of customer experience with other products, channels, and propositions

·Responsible for delivery of agreed products in digital channels that continuously evolve via consumer test and learn and quickly develop into commercially successful lines of business or experiences

·Has a clear understanding of customer needs, market trends and mobile first technologies and defines a digital strategy that takes these into consideration

·Responsible for the definition and development ofimprovement opportunities across customer experience and digitally native capabilities

·Refines customer experience for new capabilities in partnership with Group Marketing, Proposition, Multichannel, and other key stakeholders.

Requirements

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

·Experience in delivering digital transformation with tangible outcomes either within financial services industry or other organisations. Candidates with non-Financial Services background will be expected to explain how their experience can benefit the banking industry

·Ideally, past work experience with digital insurers ( PingAn Direct) or other digital companies (, Google, Apple, Uber, Expedia, Fintech startups, etc.)

·China market experience

·Experience with User Led Design, prototyping, working in Agile environment

·Extensive experience with the range of business development activities including identifying opportunities and developing business cases, defining product or service requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management

·Experience in working effectively to deliver targets in a large and matrix organisation

·Comfortable with technology including ability to translate business and customer needs to IT requirements

·Exposure to projects that touch a range of technical platforms (digital, mainframe, server based etc).

·Strong thought leadership and creativity to proactively propose new business opportunities and resolve issues

·Competent with project planning and reporting

·Demonstrates flexibly when addressing shifting or competing priorities

·Proven ability to build strong relationships across stakeholder groups

·Proven ability to influence large teams with direct leadership authority

·Able to share responsibility for key decision making with a team, while accepting responsibility to drive internal decision-making processes.

·Ability to effectively influence and communicate across various business lines and units and at senior levels within the organisation. Excellent at navigating differences of opinions. Experience in developing and executing customer facing and staff facing communication

·Strong analytical and presentation skills

·Energetic, positive attitude and team player

·A flexible approach to work and working hours. Willingness to travel (within China and internationally)

·Fluent Mandarin Chinese and English (day to day work language is a mix of English and Mandarin)

·Bachelor’s degree or equivalent preferable

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