Product User Experience Design Manager - Retail Banking and Wealth Management

  • Competitive
  • Hong Kong
  • Permanent, Full time
  • HSBC
  • 25 Sep 16

Product User Experience Design Manager - Retail Banking and Wealth Management

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Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Product User Experience Design Manager.

Principal responsibilities

  • Undertake and support team in creation of best in class channel propositions and services following user centered design techniques and industry best practice, including research and customer usability testing, briefing and managing agencies where appropriate.
  • Contribution to the delivery of Digital Transformation Programme
  • Contribution to the delivery of all flagship Group Transformation programmes where there is a digital workstream.
  • Develop concept designs and clickable prototypes to support stakeholder engagement and illustrate early design thinking. Provide Subject matter Expert support in all aspects of User centre design across the Analysis and Design functions.
  • Provide Subject matter expert support and coaching for competency development for junior designers
  • Be collaborative in working with business partners Design centre of excellence, Change Delivery, Customer Propositions, Marketing, Operations
  • Indirect leadership of resources and specialists across other functions and organizations where work is outsourced
  • The roleholder can have line management accountability for a team in which case a proportion of their time where a percentage of your work will be people focused rather than task focused.
  • Establish a high performance team in accordance with Digital centre of excellence principles.
  • Extending the Centre of excellence to regional level changes within the organizational and commercial model, as the team are contracted to provide services back to the brands/in country digital teams.
  • As the model evolves globally governance structures will be established to ensure the adoption of best practice across the Global Digital Centre of excellence community.
  • The role holder is responsible for the definition of the customer experience delivered by the Digital Sales and Servicing journey in Region, integrating the digital journey into a multi channel journey
  • Support and engage with cross functional and market teams with no direct line responsibility for those individuals
  • This member of the Digital Centre of excellence may be based in any major geography.
  • You will speak with two broad groups namely within the Centre of excellent Team itself and with the Regional Business and Project Teams specifically including Digital Customer Engagement.
  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. You will do this by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.
  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
  • You will ensure all actions take account of the likelihood of operational risk occurring.
  • You will address any areas of concern in conjunction with line management and or the appropriate department.
  • The jobholder will interact with multiple Retail Banking Wealth Management teams at Global, Regional and Country level in order to ensure the most rapid and efficient development of digital requirements and readiness of the business to adopt.
  • Provide digital capabilities to priority markets in Europe, plus smaller markets within the respective regions.
  • Contribute to digital design leadership on digitally led and non digitally led projects to deliver investment of across the markets.
  • Oversee and track usability spend with third parties


Qualifications
Requirements
  • Design graduate, although graduates from other disciplines considered with experience
  • Extensive experience of User Centred Design methodology and its practical implementation
  • Experience of technical coaching, motivating and inspiring others to excel
  • Experience of interaction and visual design with a strong understanding of user centered design
  • Expert in best practice when designing for the web
  • Skilled in the use of prototyping tools, flash and rich media
  • Subject Matter Expertise of channel, including technical, commercial, market place and customer considerations.
  • Accomplished in the development of mobile applications and or web optimization for mobile devices
  • Be innovative with the ability to approach things differently or do different things to deliver goals
  • Highly developed communication skills, both written and verbal, to explain complex or technical issues
  • Experience of working with and managing agencies particularly usability testing
  • High levels of resilience and self-motivation
  • Good relationship management skills to satisfy a wider range of internal and external customers with conflicting priorities
  • People experience in customer focused organisations.
  • Strong people leadership experience including performance management, team development and a track record in motivating and inspiring others to excel.
You'll achieve more when you join HSBC.

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