Associate Director, Strategy & Experience Design

13 Jul 2017
10 Aug 2017
Contract Type
Full Time

Some careers shine brighter than others.

Something new and exciting is happening at HSBC. We are separating our retail bank from our investment bank and creating HSBC UK, with a brand new state-of-the-art head office in Birmingham. The move is a big step, and will take us one step closer to achieving our ambition to be the bank of choice in the UK. However, the move to Birmingham doesn't just represent a new dawn for our business. It's also an exciting opportunity for ambitious professionals who are keen to get involved in a unique challenge and progress their careers. We're looking for individuals who are motivated to grow and shape the UK bank, and who will thrive in a flexible working culture within a dynamic and diverse office environment, making the most of what Birmingham has to offer.

This Associate Director, Strategy & Experience Design position is based within HSBC Commercial Banking ("CMB").

The successful candidate will be a key role within the HSBC Commercial Banking's Customer Experience team. Listening to our customers, understanding the processes impacting those customers, and devising an optimised customer journey as essential in creating sustainable value to our shareholders and our customers alike.

As the custodian of customer voices, the Customer Experience team oversees the performance of end-to-end service delivery, overall standard of resolution of customer complaints and optimises service improvements (with specific focus on the customer journey.

As the Associate Director of Strategy & Experience Design, you will work on a range of internal consulting engagements that span service design, journey development, revenue and cost optimisation, operational efficiency and organisation design. The successful candidate will be comfortable working with the Bank's senior leadership, operational teams and customers and you will have exceptional communication skills especially in communicating strategic vision.

Your responsibilities will include:

To lead and encourage constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers To drive the commercialisation of customer voices to deliver benefits for HSBCs customers To lead the creation (and agreement with providers) for service level standards To implement transformational processes which have been derived from customer insights and will have a material impact on measured customer satisfaction (whilst balancing revenue generation and/or cost savings To communicate a clear Service Proposition for CMB that is aligned to the overall HSBC vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centred culture To support the Head of Client Experience to develop and motivate the leadership team to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of the overall Client Experience objectives To assure the appropriate leverage of our strategic service provider for customer operations and processes, as well as the rest of the firm to refine HSBC's service landscape (whilst maintaining optionality in the service operations model To maintain a robust and efficient control environment across CMB to ensure good operational, financial and project management and compliance with HSBC policy and procedures, together with early identification and effective resolution or escalation of issues that arise To lead metric-based service evaluation and associated meetings (including tracking tasks to completion assigned to service vendor To contribute to the development, implementation and maintenance of a management information, analysis and reporting framework that supports and informs timely and effective business management and decision making at all levels To implement and monitor the application of policies, governance frameworks, procedures, practices and standards to ensure quality, effective risk management and regulatory compliance.


The ideal candidate for this role will have:
Financial services business consulting experience, ideally with a leading management consulting firm or within the industry driving organisation strategy Strong background in strategic problem solving with demonstrable analytic skills Strong experience in current 'service design' and/or Design Thinking Experience in driving service and customer experience solutions across sectors Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers In-depth knowledge of strategy topics (e g operating models, process / journey optimisation, business transformation, organisation design) Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same A track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications Plan projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques A comprehensive understanding of risk management and proven experience of ensuring own/others' compliance with relevant regulatory processes (experience in working in a highly regulated business environment

The base location for this role is 120 Edmund Street, Birmingham

We are required by the Financial Services (Banking Reform) Act 2013 to create a ring-fenced bank in the UK by 1 January 2019. Entirely new from the ground up, HSBC UK's head office is opening in Birmingham. The location of this role will move to our new state of the art offices at 2 Arena Central during 2018.

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.

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.

Key search words CMB, Commercial Banking, Corporate Banking, Large Corporate, Business Banking, Customer experience

Salary: . Date posted: 12/07/2017