Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. 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.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.
The Specialist Lending Team is part of Retail Banking and has responsibility for the mortgage portfolios of HSBC and First Direct, representing c.£125bn+ in balances, and which generate a significant part of UK Retail Bank and Wealth Management profit. The team drives all product development, pricing, retention, communication, product management and maintains compliance with relevant regulatory and internal policy mandates across the UK bank.
We are currently seeking an experienced individual to join this innovating and exciting area in the role of Head of Experience, Development & Design.
In this role you will:
* Develop a future fit strategy and ensure it is fully implemented and embedded within the business.
* Lead the creation of innovative product and service propositions whilst ensuring propositions meet customer needs, suitable for the economic environment we operate in and drive competitive advantage.
* Lead and motivate teams fostering a culture of innovation, collaboration, and continuous improvement, to support our frontline colleagues and broker partners, to deliver best in industry quality and service across all customer channels, supporting our long-term strategic goals.
* Own all data related to colleague or customer, including iNPS, eNPS and Snapshot, establishing key themes and insights around opportunities for improvement.
* Lead end-to-end mortgage product development process from monitoring of mortgage market trends, intelligence, and competition, conduct market research and analysis, lead customer focus group and product design implementation.
To be successful in this role you should meet the following requirements:
* Extensive knowledge of the general mortgage market, including its distribution and developments.
* A track record of delivering significant programmes of change both digital and non-digital which improves business in a way that inspires and engages those around them.
* A track record of designing and delivering strategy which improves business effectiveness in sustainable ways.
* Strong understanding of product risk environment.
* Leadership to navigate a complex matrix environment to drive initiatives.
* Sound ability to apply both customer / competitor insights and strong analytical skills throughout the design of proposition changes.
This role is based in Birmingham.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500
#J-18808-Ljbffr