Senior Vice President, Head of Digital Adoption, Transaction Migration and Omnichannel Experience

Description

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. 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.

International Wealth and Personal Banking (IWPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. International Wealth and Personal Banking provides a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world's most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high calibre professional to join our team as a Senior Vice President, Head of Digital Adoption, Transaction Migration and Omnichannel Experience.

Principal Responsibilities

In this role you will

• Drive digital adoption by converting non-registered and inactive customers into active mobile banking users through targeted campaigns, data insights, and personalised nudges
• Lead transaction migration by identifying high-volume, low-complexity interactions in branches and contact centres, and shifting them to seamless, self-serve digital channels
• Champion a digital-first culture by designing staff advocacy and training programmes to boost digital confidence and frontline enablement
• Deploy and optimise digital and hybrid servicing tools (e.g. remote advisory, appointment booking, queue systems) to improve frontline productivity and customer experience
• Collaborate across functions-Digital, Distribution, IT, Marketing, and Operations-to co-create omnichannel journeys and drive digital engagement
• Use behavioural analytics and customer feedback to continuously enhance digital journeys and service design
• Build partnerships with fintech's and platform providers to expand service capabilities and enhance customer experience
• Monitor and improve performance against key metrics including digital registrations, transaction migration, app usage, and customer satisfaction

Qualifications

To be successful you will need

• Advanced experience in leading digital transformation and omnichannel strategy in retail banking or related industries
• Strong track record in driving digital adoption, including onboarding non-digital users and increasing usage frequency through targeted engagement
• Demonstrated success in designing and executing transaction migration initiatives from physical to digital channels
• Experience of working with cross-functional teams such as frontline operations, marketing, and IT to deliver digital solutions
• Strong experience in deploying assisted digital tools in branches to support hybrid customer journeys
• Strong understanding of regulatory and risk considerations in digital banking environments

Opening up a world of opportunity

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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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