Head of Design

Location:Greater London
Job Type:Full Time
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Description

**Role Title:**Head ofDesign

**Business:**RetailBanking Wealth Management

**New or Existing Role?**New

Grade: GCB4

Role Purpose:

  • Leading

the User Experience and Design Discipline within HSBC Digital Solutions

(HDS), the jobholder is accountable for leading and managing all User

Centred Design and Visual Design activity to define’ best in class’

digital channel experiences for global (Public Website, Internet Banking,

Sharedealing and Mobile (including future channels/devices)), contributing

to delivery of RBWM strategic goals.

  • Lead and coach the Design

discipline across both the manufacture and deployment environment

supporting convergence and reuse across the HSBC global network. Lead this

activity for Digital initiatives and contribute to other multi- channel

priority programmes where there is a Digital workstream.

  • The role holder will work closely

and in collaboration with Global Marketing as a key stakeholder.

  • Responsible for the production of

all design artefacts (initial sketches, wireframes, clickable prototypes

and high fidelity screens) produced by the team as part of User Centred

Design deliverables in conjunction with Digital Analysis.

  • Accountable for definition and

management of internal and external usability (customer testing activity)

on a per project basis.

  • Support the multi-channel strategy and agent channels where

the business requirements state this.

Key Accountabilities

**Impact**on Business

  • Lead service/User Experience design

activity to define ‘best in class’ sales and service channel experience

(multi brand ethos to support replication) underpinned by customer insight

and testing, for both manufacture and deployment.

  • Lead the production of the Digital

UX Design and Visual Design artifacts as part of User Centred Design

activity in line with committed timescales and methodology, securing

Approval from stakeholders as required.

  • Ensuring digital deliverables meet

business requirements and are fit for purpose to release to customers by

leading the delivery production line (development, testing and

implementation).

  • As part of the Digital Discipline

leadership team contribute the definition and delivery of the HDS strategy.

  • Use own Subject Matter Expertise to

champion, evangelise and educate HDS stakeholders on User

Experience/Service Design best practice and creative innovations from the

external marketplace to enhance and evolve the Digital Business.

  • Support

DCE and their external agencies in development of Group Digital Designs

for projects like Mobile App, Wealth Dashboard etc.

  • Lead

team in development of clickable prototypes and demos to illustrate early

design concepts to business stakeholders and SwD Development teams.

  • Lead

team to support local in country and regional projects by designing

screens and tools for deployment on PWS, App and PIB as required.

***Customers/***Stakeholders

Externalstakeholders

  • Foster and develop a customer

centric ethos, use insight to continuously enhance user experience,

increasing loyalty, advocacy and retention.

  • Definition and delivery of ‘best in

class’ digital propositions through UCD process working in collaboration

with the Digital Analysis Team.

InternalStakeholder

  • In order to deliver theHDS strategic objectives the role holder

will work at the highest levels stakeholders including: Regional &

Country teams, Group DCE, Group CVM, Group Digital, HTS and Change

Delivery.

  • Lead team in provision of internal

design agency services to in country, regional and global stakeholders

with production of visual designs and prototypes to bring concepts to life

and gain stakeholder buy in.

Leadership &Teamwork

  • Define and implement People

Strategy for own team within HDS encompassing development, training and

accreditation with robust approach to performance management that leads to

high performance culture.

  • Provide Subject Matter Expertise

(SME) across areas of responsibility.

OperationalEffectiveness & Control

  • Develop clear governance procedures

within discipline to maximize convergence across region, and ensure any

divergence is justified.

  • Procedures should be comprehensive

and unambiguous, and include SLAs; individual/team ownership; resolution

scenarios and escalation policy.

  • Identify key risks, issues and

interdependencies and provide appropriate mitigation strategies or

escalation as appropriate.

  • Support audit / independent

programme assessments as required.

  • Ensure HSBC is not put at any

operational or reputational Risk.

Major Challenges

  • HSBC has evolved over its 140 year

history and its adoption of electronic channels can be seen as important

as the development of the business in China. Achieving a leading position

in this aspect of Financial Services will take a number of years requiring

the development of new capabilities and competencies with which the Mgt of

the bank and the current culture is largely unfamiliar.

  • The role holder’s challenge will be

to:

  • Ensure that all HSBC RBWM services

offer standout customer experience and fully deliver on our brand promise.

  • Lead Design activity to support

converged ‘best in class’ common processes and experiences while

recognising that local regulations and customs will require the service to

be tailored. Even where local regulation and customs tailor the service

accordingly, the service quality HSBC offers will be to the same standard

across the world.

  • Provide market-leading, compelling

digital services that can leverage our global scale and distribution

network. With increased connections between our businesses around the world,

the aim is to take us from a collection of locally orientated propositions

to one global set. These are delivered locally, according to globally

defined standards, but with a local flavour, to enable us to compete and

lead in the markets we choose to be in.

  • Promote the drive to create

sustainable cost savings and operational efficiencies through

standardising systems, processes and products on a global scale. To create

savings we need to drive out waste and duplication, streamline processes

and take out paper where we can. Digital channels will be a major

facilitator of achieving these objectives. Good design will be critical to

customers adopting digital.

  • Support the creation of one, modern

bank, through creation of one IT infrastructure, refining and removing

redundant processes and automating others to ensure we deliver the best

possible customer experience.

  • Ensure that as the predominant

technology varies market by market the propositions developed cater for

this while striving to be as globally consistent as possible.

  • Ensure the solutions developed

should be implemented on a generic as opposed to proprietary basis where

possible while delivering differentiation against competitors.

Role Context

  • The role holder is responsible for

the definition of the customer experience delivered by the Digital Sales

and Servicing journey in Region, integrating the digital journey into a

multi-channel journey

  • Not directly responsible for a

digital P&L but accountable for the effectiveness and efficiency of

the Digital Designcomponent of HDS

deliverables

  • Support and engage with

cross-functional and market teams with no direct line responsibility for

those individuals

  • The role may demand international

travel (10-15% of the year), and when operating from the home country,

will require significant schedule flexibility to allow for daily/weekly

interaction with HDS team members and project teams from all Regions.

  • Primary interactions will be with

two broad groups: (a) Within the Digital Team itself (b) With Regional Business

and Project Teams and specifically Digital Customer

  • Engagement.

Management of Risk

  • The jobholder will ensure the fair

treatment of our customers is at the heart of everything we do, both

personally and as an organisation.

  • 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.

  • This will be achieved by ensuring

all actions take account of the likelihood of operational risk occurring.

  • Also by addressing any areas of

concern in conjunction with line management and/or the appropriate

department.

Role Dimensions

  • Managementof circa £500k usability/customer testing budget and appropriate liaison withPlanning and Support to ensure this is recharged
  • Managementof travel and incentive budgets as appropriate to team size
  • Peerwith in country Digital Heads and their direct reports, along with SeniorStakeholders in SWD and DCE
  • Thejobholder will interact with multiple RBWM teams at Global, Regional andCountry levelin order to ensure themost rapid and efficient development of digital requirements and readiness ofthe business to adopt.
  • Providedigital capabilities to 3 priority markets in Europe and MENA, plus smallermarkets within the respective regions.
  • Providedigital design leadership on digitally led and non-digitally led projects todeliver investment of >$30m across the in-scope markets.
  • EffectiveUser Centred Design activity will enable targeted business benefit realizationof >$260m over 3 years.

Observation of InternalControls

  • Thejobholder will ensure the fair treatment of our customers is at the heart ofeverything we do, both personally and as an organisation.
  • Thejobholder will also continually reassess the operational risks associated withthe role and inherent in the business, taking account of changing economic ormarket conditions, legal and regulatory requirements, operating procedures andpractices, management restructurings, and the impact of new technology.
  • Thiswill be achieved by ensuring all actions take account of the likelihood ofoperational risk occurring.