Customer Propositions Manager

The Customer Propositions Manager, role is based within the UK WPB Customer Propositions team, with a focus on the propositional development of our core retail banking segments – HSBC Personal Banking, HSBC Premier and High Value segment. UK WPB is part of the HSBC UK Ring-fenced Bank.

The role of the Customer Propositions Manager is to support in the management and development of initiatives in support of the established HSBC Personal Banking and HSBC Premier and High Value propositions, in line with identified banking needs of key, priority customer groups.

Role Purpose:

This role is multi layered in terms of purpose and functionality with a contribution through the following activities:

• Working closely with UK and Group key stakeholders to identify the market opportunity, our right to win and key risks and priorities in the implementation of revenue and customer advocacy opportunities.
• Taking guidance and steer from key stakeholders to lead on the development of Personal Banking/Premier/High Value experiences, product functionalities and propositions to lead the capture of the identified opportunities.
• Provide support to Senior management in driving the WPB Group Segment Strategy, specifically for the Personal Banking and Premier Propositions, including performance and integrate them into the local market.
• Obsess about customers, champion ‘Growth mind-set’ across the organisation and support the targeted outcomes within the established Value Streams, adopting Agile working principles to leverage cross functional teams in co-creation activity.
• Work closely with Product and Journey teams, CRM, Customer Insights, Customer Experience, Wealth, Digital, Distribution team and 2LOD to define, build and launch best in class banking propositions which are relevant and meets the needs of our customers and sets us apart from the competition.

• Provide SME business input into product development and channel enhancement projects. Support in the alignment of proposition enhancement runways and Contact strategies planned across HSBC UK distribution channels to ensure that the organisation unilaterally pivots towards customer.

• Establishes an ‘always on’ approach to obsessing about customer needs today and in the future, using various insight, data analysis and competitor research, driving customer growth, engagement, digital adaptation and retention through a relevant rewards scheme.
• Take a proactive approach in identifying, managing and escalating propositional risks, putting in place controls to ensure we always deliver a fair outcome to and for our customers.

The role holder should have extensive relevant experience within a customer focused, digital propositions environment, it is critical that the role is staffed with an individual capable of managing and leading the interaction with a large, globally diverse group of individuals at varying levels, as well as the skills and confidence to direct large numbers of non-reporting teams with influence to deliver strategy. This will require maturity and competence emanating from success in managing large complex businesses successfully

The ideal candidate for this role will also have:

A successful track record to think strategically and to innovatively shape and communicate new concepts as defined by Group Propositions but designed to meet local needs and opportunities - Essential

Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations - Essential

A successful track record of leading, delivering and managing a number of complex projects and/or programmes, utilising appropriate techniques and tools to ensure and measure success - Essential

A broad understanding of financial budgets/statements/models, with experience of analysing data effectively for planning, forecasting, reporting and building business cases. Proficient in Microsoft Excel & Office - Essential

Experience working in relevant environment/s, i.e. Retail banking/ Premier Jade/Wealth Management/ Personal Banking.

The base location for this role is in Birmingham as part of the UK Ring-fenced Bank. Within our desire for hybrid and flexible working other locations can be agreed.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 2078328500

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.