Design Operations Director

Location:Greater London
Job Type:Full Time
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Design Operations Director

Some careers shinebrighter than others.

We are looking torecruit a Design Operations Director 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 onbuilding and growing their businesses – and we want to support them in doingthat by removing their financial stresses. This means that our experiencevision is to both strengthen our customers’ finances and impact the emotionalstrains they feel. We’re excited to bring together the emotional and financialside of banking to make a difference for our customers and our company.

To support our customer experience vision, we are changingthe way we think and work across the Global Corporate Bank (GCMB). Our newCustomer Experience & Sales Development (CESD) team has been established tobe a front-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 with design. We’d like your help to build up this team,the way we work and the new direction of banking.

To make a real impact on our customerexperience, our mission in CX is to embed Design Thinking into our company’sDNA. We are passionate about scaling the ability for teams to consistently andcontinuously solve problems with customers so that we provide valuablesolutions. And we need your help. As you know, to deliver Design Thinking atscale, we need to have talented people (to apply, manage and coach ServiceDesign capabilities), as well as effective, scalable, user-centred processesand tools embedded in the way teams work. Simply put, your role is to operationaliseand optimise Design Thinking across GCMB

If you’relooking for a career that will help you stand out, join HSBC and fulfil yourpotential. Whether you want a career that could take you to the top, or simplytake you in an exciting new direction, HSBC offers opportunities, support andrewards that will take you further.

Customer Value Management is vital in maintainingHSBC’s position as a provider of world-class retail banking and wealthmanagement solutions, directing business development with a focus on customers.The team works to ensure the most appropriate pricing, products and promotionsare directed to the most relevant customers, concentrating on building value,treating customers fairly and creating a superb customer experience.

As anHSBC employee in the UK, you will have access to tailored professionaldevelopment opportunities and a competitive pay and benefits package. Thisincludes private healthcare for all UK-based employees, enhanced maternity andadoption pay and support when you return to work, and a contributory pensionscheme with a generous employer contribution.

We are currently seeking an experiencedindividual to join this team in the role of Design Operations Director:

In this role, you will:

  • Create systematic

frameworks and tools that integrate Design Thinking with agile and

waterfall methodologies (Design Thinking system) and a process for their

continuous improvement

  • Build and manage

our Service Design capabilities needed across GCMB globally, including supporting

the hiring and onboarding of full-time hires and external support

  • Establish and

evolve our Service Design engagement models with programme teams

  • Supporting the

initiation of work by meeting with business leads to understand goals,

current capabilities of the team and set clear objectives/outcomes for the

team and the work

  • Build and manage a

collaboration space for delivery teams to work with Service Designers