Comms and Community Lead

Location:Greater London
Job Type:Full Time
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**Role Title:**Communications andCommunity Lead (12month, Mat Cover)

**Business:**Digital **-**Retail Banking & WealthManagement

New or Existing Role? New

Grade: GCB5

About HSBC and the role:

  • HSBC is currently

going through a period of transformative digital change and to remain

competitive, must ramp up productive capacity in Digital and remove

unnecessary barriers to go faster.

  • To achieve this an

integrated team to design, build and run digital services: **HSBC Digital

Solutions (HDS)**is being

created. This new group will accelerate delivery by creating a

common sense of purpose, unifying delivery accountability, pioneering new ways

of working and enabling faster decisions to deliver the agreed digital


  • Bringing together

over 5,000 colleagues from across the Group, HDS will focus on designing,

building and running digital services in HSBC. It will strengthen a shared

sense of purpose, unify delivery accountability and enable faster


  • The Communications and

Community Lead will help

with communications (i.e. evangelism and education) about the journey, capabilities

and platforms being built and deployed by the Comms Hub team, how these

might help re-invent bite-sized banking experiences and communicating when

new rich messaging experiences will be coming on-stream for which customers

in which markets. We are looking for a comms expert, with the right tone

of voice and ability to cut through with key messages to inform and

influence the agenda outside Digital across RBWM. This person will also

foster a wider messaging community across DaaC (regional and local) and

CRM teams about the messaging mission for our customers.

Key Accountabilities

Impacton Business

  • Lead the stakeholder

engagement and communications strategy and execution for Comms Hub

  • Manage the plan

around engagement with the four major stakeholders groups:

  • Global teams (i.e.

Premier, Fraud, Collections, etc)

  • Market (i.e.

In-market Digital and in-market CRM, Data & Analytics teams)

  • XFT teams (i.e.

smart Channels, Digital Services, Wealth & Insurance and Originations)

  • Contribute to

raising the profile of Comms Hub amongst all stakeholders

  • Communicate the

value of Comms Hub capabilities and how these deliver value for the bank

  • Work

collaboratively with other members of Comms Hub, including liaising with

the PMO (portfolio management office)

  • Arrange and attend

stakeholder meetings with technical team members and ensure feedback of

stakeholder responses and requests to technical teams are responded to

within agreed timescales coordinating with the other team members of the

Messaging Demand, Strategy and Policy team

  • Lead regular

communications from to global stakeholders, including innovative content


  • Work with the Comms

Hub content strategist on the Comms Hub communications content calendar

and use case catalogue

  • Partner with the Digital

Engagement team on Comms Hub elements of the Digital as a Channel (DaaC)

communications global calls, townhalls and other communications

  • Partnering with

Customer Experience and Customer Strategy & Insights team across

Customer Listening (customer surveys), customer research and user testing

  • Drive customer led

thinking and immersing the customer journey and customer experience into the

day to day delivery of Comms Hub - putting customer centricity at the

heart of user experience.

  • This is an

exciting role for a Comms professional, who has a strong sense of team and

developing cross functional purpose driven communities.