Senior Service Designer – Sales Development Customer Experience - Global Commercial Banking

Location:Greater London
Job Type:Full Time
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**Senior ServiceDesigner – Sales Development Customer Experience -**Global Commercial Banking

Some careers offer brighter prospects than others.

If you’re looking for a career that will help youstand out, join HSBC and fulfil your potential. Whether you want a career thatcould take you to the top, or simply take you in an exciting new direction,HSBC offers opportunities, support and rewards that will take you further.

When you think of driving growth do you focus onthe customer? Do you get your energy from making things simple? At HSBC GlobalCommercial Banking we’re leveraging our size and strength and investing indisruptive technological change to simplify the business. We are building aworld-class organisation capable of high-paced, end-to-end transformationcentred around our customers. We need innovative thinkers and doers to helpdeliver our ambition.

We invest in our people and have a variety of openroles in Commercial Banking. If you decide to join us, we will support yourgrowth and development and provide you with the opportunity to be part of asignificant commercial transformation. With the world’s global bank, youwill get the chance to work with and influence a wide range of businesses inthe 50+ countries and territories where we operate, from small enterprises tomid-market companies and large multinationals. You’ll play a strategic role indriving our investments to success and delivering a customer experience fit forthe future.

As an HSBC employee in the UK, you will have accessto tailored professional development opportunities and a competitive pay andbenefits package. This includes private healthcare for all UK-based employees,enhanced maternity and adoption pay and support when you return to work, and acontributory pension scheme with a generous employer contribution.

Weare recruiting a Senior Service Designer to join a forward-thinking, creative,dynamic team to help us deliver an exceptional Customer Experience for ourCorporate customers globally.

Our customers want to focus on building and growingtheir businesses – and we want to support them in doing that by removing theirfinancial stresses. This means that our experience vision is to both strengthenour customers’ finances and impact the emotional strains they feel. We’reexcited to bring together the emotional and financial side of banking to make adifference for our customers and our company.

To support our customer experience vision, we are changing the way wethink and work across the Global Corporate Bank (GCMB). Our new CustomerExperience & Sales Development (CESD) team has been established to be afront-runner in our business to both deliver material improvements for ourcustomers and colleagues, while also transforming GCMB to be a customer-ledorganisation. As part of CESD, our Customer Experience (CX) team will supportthese goals by helping our business to fundamentally change the way we createand deliver solutions.

Quite simply put, our mission in CX is to embed Design Thinking into ourcompany’s DNA. We are building-up our team with people that are motivated bythe challenge to strengthen the way we problem-solve and make an impact for ourcustomers and colleagues. More specifically, our team is growing with wonderfulpeople that have strong Service Design capabilities and expertise, as well as apassion for building teams and embedding human-centric design systemically.With your help, we will scale this way of working and enable our company to notonly achieve our customer vision, but also continuously evolve to meet ourcustomers’ changing needs globally. This unique opportunity to make an impactaround the world is just starting and it’s a great time to join and help usbuild our team.

The role of Senior Service Designer will report tothe Service Design Director within CESD. This is a key leadership positionresponsible for leading and driving theimplementation of the customer experience vision across CMB, whilst alsogrowing our people and ways of working. This role provides an opportunity towork across cross-functional teams globally and to influence the direction ofour business and senior leaders. In short, you can have a direct impact onshaping and delivering key experiences for millions of customers and thousandsof colleagues around the world.

In this role, you will be responsible for;

  • Crafting the end-to-end solutions with global, cross-functional

teams to deliver an iconic banking ecosystem

  • Creating and embedding customer (and business!) empathy and insights

into the teams

  • Strengthening the way teams define problems and hypotheses
  • Leading cross-functional teams in researching, testing ideas and

experience and incorporating customer feedback into solutions

  • Building capabilities and knowledge within our Customer Experience

team on the latest tools and techniques, customer needs, behaviour and

perceptions, and the business and industry drivers

  • Inspiring and mentoring the wider Global Customer Experience &

Sales team to build and evolve our Design Thinking mindset, tools and


  • Helping to shape seamless processes that embed Design Thinking into

the way our business creates solutions - consistently and at scale -

alongside the Head of Customer Experience

  • Further generating awareness, interest and support for Service

Design and Design Thinking across the business

The role holder will have responsibility to create enhancedexperiences, with the focus on enabling our colleagues to have the mindset,framework and tools to continuously create proven solutions for our customersand business. As a Senior ServiceDesigner, you’ll also have the opportunity to really bring Design Thinking intothe core of our business and act as a Design Thinking coach for teams acrossthe Corporate bank.