Role: Senior Digital Product Manager – Conversational Banking, International Wealth and Premier Banking
Location: London, Canada Square, Canary Wharf – Hybrid – 3 Days P/Week Onsite
Duration: 12 Months – Potential for Extension / Perm Placement
Rate: £718.70 P/Day – Inside IR35 – UMB
Role Purpose
The Conversational Banking, AI & Innovation team is globally accountable for our Chat and Messaging channels that deliver a fantastic customer experience through a combination of AI and human agent support. HSBC is on a mission to build the world’s best banking app, and as part of this we intend to build the world’s best conversational experience through innovating and experimenting with Generative AI solutions.
The role holder will be responsible for adopting the Future State AI bot solutions (chat and voice) and growing customer adoption of Conversational Banking channels, and increasing the level of automation through traditional and generative AI. To be successful the role holder will have a passion to improve customer experiences and drive efficiency through Conversational solutions. The role requires to work collaboratively across a range of teams both within the Digital & CX team and outside (for example, but not limited to UK, HK, D&A, Contact Centres, Wealth Solutions and Customer Segments).
Principal Accountabilities:
- This role holder is accountable for the designing, building and running of digital customer experience journeys for conversational banking channels. This involves working with cross-functional teams (composed of analysts, developers, designers, and scrum teams) across different locations operating in a lean agile product development environment.
- The role holder is expected to manage the full product lifecycle to ensure that, over time, the needs of customers/users continue to be met and that financial and other benefits are achieved.
- The role holder should act as owner/champion for one or more products. Should select, adopt and adapt appropriate product development methods, tools, and techniques selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
- The role holder should analyse market and/or user research, feedback, expert opinion and usage data to understand needs and opportunities.
- The role holder should prioritise product requirements and own the product backlog. And should anticipate changes in customer/user needs for agile delivery.
- The role holder should collaborate with Customer and Product value streams to input into the design and build of journeys (including through transactional chatbots)
- The role holder will help drive elements of the Conversational banking Product strategy, through combining sound understanding of business strategy, external trends and market needs. They will identify and define issues or problems that are not obvious; participating actively and constructively in meetings where problems are discussed and resolved and bring structure and order to undefined problems and/or large scale problems, making them easier to address and solve.
- The role holder must have an excellent understanding of how Conversational Banking channels can both drive customer satisfaction and reduce cost, and ensure that the procedures/processes used to deliver these are in accordance with Group Standards.
- The role holder may be required to manage multiple complex responsibilities involving interaction with several business areas.
- The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. This will be achieved 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.
Qualifications
- To be successful in this role, you should meet the following requirements:
- An entrepreneurial drive, with the ability to deconstruct and solve problems, to investigate drivers and figure out why things happen
- Deep experience in customer-facing Conversational AI and GenAI products, ideally within a banking or Fintech environment
- Experience in a global or regional roles, working effectively to deliver targets across diverse cultures.
- Ability to set clear strategic direction, aligned with Markets, Customer Segments, and Physical Channels preferred
- Extensive experience with the range of digital product development and deployment activities including identifying opportunities and developing business cases, defining product requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management.
- SAFe experience, operating on quarterly planning cycles where your responsibility is to ensure the teams fully understand the priority of the work that they need to pick up, and that it is defined sufficiently for them to estimate accurately and understand any dependencies
- Experience with chat, messaging and conversational AI products is a strong advantage.
- Strong communication skills for navigating through business requirements, differences of opinion on approach.
- Proven ability to build strong relationships across stakeholder groups.
- Proven ability to influence large teams without direct leadership authority.
