Customer Journey Lead
HSBC Group
Hong Kong, China


Some careers open more doors than others. If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities.

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

HOST combines global expertise and technology to help keep us ahead of the competition.We are currently seeking a high caliber professional to join our team as Customer Journey Lead, Wholesale .

Principal responsibilities

  • Own and drive customer journey design as part of the process excellence capability of the team.
  • Responsible for leading a major programme of work across multiple markets, leading an end to end transformation of a Customer Journey in Wholesale.
  • Work in partnership with Commercial Banking, Global Banking and Market, Operations, Technology and Wholesale Market Risk stakeholders to initiate, mobilise and drive execution of end to end change.
  • Engage and manage a wide spectrum of senior stakeholders and partners across the bank, and also be accountable for quality assurance, delivering high quality customer experience as well as high value financial improvement initiatives and creating an environment for the development and capability within their respective portfolio.
  • Responsible for reengineering customers end to end journeys. This will be achieved through the application of reengineering, continuous improvement, Lean six sigma, agile, migration, production management tools, robotics process automation and cognitive technologies.
  • Embed change, identify and mitigate key risk, influence and manage stakeholders, build strong relationships to lead the change.
  • Support global and regional Operations Transformation and Process Excellence leadership in managing and leading change in region, country, business and function.
  • Requirements

  • Exceptional knowledge and practical experience of using Six Sigma, Agile or Lean techniques and methodologies
  • Significant experience working on Lean Six Sigma or Agile initiatives in HSBC or other large complex organisations.
  • Financial services organisation experience highly preferred.
  • Overall financial services industry knowledge with specific functional expertise ideal.
  • Proven track record of building, fostering and maintaining best practice solutions and tools to improve and optimise work flow, identify opportunities for synergy and integration, simply complex process and maximise production with fewer resources.
  • Demonstrated ability to build, maintain and navigate the organisation using formal and informal networking skills.
  • Experience in managing others indirectly and directing work efforts to achieve objectives effectively and efficiently.
  • Demonstrated ability to define a problem, assess it and propose solutions based on facts and data.
  • Lead process design activities and provide high level strategic steer on design.
  • Proven experience and application in process variability reduction and waste reduction such as Lean and Kaizen principles.
  • Good facilitation skills and experience in managing stakeholder requirements and design sessions.
  • Familiarity and experience with financial services business and governance models.
  • You’ll achieve more when you join HSBC. Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

    HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

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