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Digital Experience Assistant Manager
3 months ago
If you're looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.
Engaged employees are proven to deliver a better customer experience and, as a result, positively impact business performance.
A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.
We are currently seeking an experienced individual to join this team in the role of Digital Experience Assistant Manager.
The Digital Journeys team is responsible for the designing, delivering, managing and commercialising brilliant customer experiences for all our Retail Bank customers.
We manage, drive and optimise the digital channel in order to engage our customers, provide a great customer experience and inform sustainable customer and commercial growth.
The team leads activity across all digital channels with a view to driving a measurable improvement to:
⦁ Digital product acquisition and portfolio growth
⦁ Digital customer experience and NPS
⦁ Overall digital activation and engagement levels
⦁ Personal and relevant customer interactions
Principal Accountabilities: Key activities and decision-making areas
⦁ Analysing data to identify opportunities, making improvements to the effectiveness of onboarding new customers.
⦁ The team's focus is customer growth & acquisition through our digital channels. Each member of the team focusses on a specific product for customers (e.g. Cards, Loans, Current Accounts) Adopting a joined-up approach to planning and executing change at pace with minimum conflict.
⦁ Stakeholders are predominantly internal, but will from time to time extend to 3rd party support. Key areas of interface include CRM, Marketing, Retail Banking (product managers), Digital Platforms and 2LOD functions.
⦁ Accountable for influencing multiple teams responsible for the delivery of FRP across 6 key products; Current Accounts, Mortgages, Savings, FX, Credit Cards and Loans.
⦁ Driving tactical and strategic activities across digital platforms such as Public Website, Online Banking and our App whilst supporting a clearly embedded way of working with a data led approach.
⦁ Support the creation of customer and commercial value through digital messaging and content; accessing the opportunity through digitally engaged customers and driving new engagement for new and existing customers.
⦁ Build close and collaborative relationships with the team's key stakeholders to support the effective delivery of the Retail Banking Digital strategic agenda.
This is a full time role on a hybrid working basis and the reporting office can be flexible based on geographical location.
Requirements
• Has experience of using Data and analysis to leverage new opportunities
• Excellent analytical skills with experience working across a number of data sources / platforms (i.e. Looker / Adobe Analytics).
• Experienced working in a continuous improvement environment, partnering with cross-functional teams to develop and implement solutions which make a difference.
• Comfortable with supporting project execution, launch, and impact analysis.
• Experience of modern digital channel technologies and strategies preferred. In particular: Digital marketing, Optimisation, Customer communications an Website management.
• Strong communication skills.
• Demonstrates flexibility when addressing shifting or competing priorities.
• Proven ability to build relationships and influence across teams without direct line management authority.
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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.
We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.
If you'd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:
Email:
Telephone:
You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).
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