Role Purpose: CIB's ambition is to be the #1 Global Corporate and Institutional bank in the world. As a client-centric organisation, how clients experience our propositions, technology and products will be central to achieving it. This role will be part of the newly formed Client Experience Design (CXD) team. This role will be pivotal in defining how our Corporate and Institutional Banking (CIB) clients interact with us, setting the standard for a unified and exceptional experience. They will be responsible for developing and implementing a CX strategy across all client facing touchpoints and channels, aimed at increasing client satisfaction. The role holder will be highly client centric and commercially savvy, skilled at balancing client needs with business objectives, regulatory requirements, and operational realities. The role requires a blend of design leadership and delivery, close collaboration with clients and the CIB organisation, and a laser focus on delivering measurable client and commercial impact.
Key Responsibilities: - Assist the CXD directors to shape the CIB client experience strategy, ensuring it's grounded in client needs and aligned with the bank's strategic direction and objectives.
- Lead a team of client experience designers and researchers, tasked with setting the standards and blueprint for a unified client experience, that can be followed by CIB delivery teams.
- Work closely with CIB teams (product, design, coverage, technology, etc.) and programmes (value streams and strategic initiatives), to ensure journeys are designed end-to-end with the client at the centre and to a defined standard.
- Provide CX expertise and leadership on priority engagements to ensure alignment with the CX strategy, standards and success metrics across all client interactions, touchpoints and channels.
- Identify and implement customer centric success metrics at a bank- and initiative-level, to ensure the right customer outcomes are considered, tracked and achieved.
- Work directly with counterparts in Client Experience Insights to plan and drive research, gather feedback and analyse data at every project stage, and ensure insights inform design decisions and are included in artifacts (experience principles, journey maps etc).
- Engage clients to get ongoing feedback, participating in interviews, testing and field studies to uncover pain points and opportunities.
- Manage the design governance process, working closely with relevant teams (e.g. product, legal and risk) to ensure journeys are compliant deliver on the expected outcomes, owning any risks or issues that arise.
- Act as a client advocate and role model for client experience design across the CIB organisation and key initiatives.
Skills and experience: - Strong knowledge of design thinking, CX and service design methodologies.
- Excellent facilitation skills for workshops and co-design sessions.
- Ability to analyse both qualitative and quantitative data to derive insights.
- Proficiency in design, mapping and prototyping tools (e.g., Figma).
- Excellent communication and storytelling skills to influence diverse stakeholders.
- Deep understanding of digital banking products, processes, and regulatory constraints.
- Sound commercial awareness - ability to link improved CX to revenue, cost savings, and risk management.
- Experience in agile ways of working and cross-functional collaboration.
- Proven ability to build strong relationships across stakeholder groups, business lines and geographies, influencing decision making.
- Aware of B2B clients and/or financial services, ideally with a focus on commercial and institutional products, processes and regulatory constraints (e.g. MSS, credit, rates, FX, payments, trade, or cash management), able to get up to speed quickly and comfortable in ambiguous, complex, fast paced and technical environments.
- Sound commercial awareness, able to link CX recommendations to business outcomes, such as revenue, cost savings, and risk management.
- A genuine and relentless passion for creating customer-centric solutions that are commercially viable and differentiating.
- Global mindset and background working across countries, products and channels to create and implement experiences.
Personal Attributes - Customer-obsessed and empathetic.
- Curious, open-minded, and creative problem solver.
- Resilient and adaptable in complex and fast-changing environments.
- Collaborative, able to build trust and alignment across business units.
- Detail-oriented yet able to think strategically about end-to-end experiences.
- Confident in challenging the status quo constructively.
Qualifications (minimum requirments for the role)
- At least 7 years of experience in customer experience design related roles.
- Held managerial positions in similar roles, preferably within CIB or large corporate organisations.
- Fluency in English, with strong verbal and written communication skills, with proficiency in Chinese expected for HK-based roles.
Opening up a world of opportunity http://www.hsbc.com/careers 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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