Digital Customer Experience Manager

Location:Cheshire West and Chester
Job Type:Full Time
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M&S Bank Digital Customer Experience Manager GCB5

M&S Bank are a customer-focussed company committed to delivering the best experiences for customers. As a Digital Customer Experience Manager, you will play a key role in creating the amazing digital experiences M&S Bank customers expect at every touch-point. Working from the outset of a variety of digital initiatives, you will set vision and direction through defining end-to-end experiences that exceed digital customer needs, increase customer satisfaction, drive sales and reduce costs.

Key responsibilities in this role include but are not limited to:

  • Investigate and research M&S Bank customers through insights and data to understand their needs and identify key drivers of digital customer satisfaction.
  • Work

collaboratively with a wide variety of digital colleagues, channel

stakeholders, business partners, designers, external agencies and project

delivery teams to develop

amazing experiences that exceed digital customer expectations and achieve business goals. Gain buy-in through

influencing, effective communication and relationship management.

  • Act as lead

digital representative on business projects to define DCX, identify

digital impacts and coordinate resulting digital activity across the


Understand underlying business and customer needs,

translating these into scope, objectives and business goals.Provide the ‘voice of digital customer’

link between development team(s), customers and other stakeholders

  • Create

artefacts needed to set customer experience vision and direction,

including, but not limited to, concept briefs, consumer research

requirements, storyboards, journey maps, service blueprints, experience

requirements and wireframes.

  • Managing

internal and external relationships to deliver digital design related

outputs for the business

  • Establish

specific KPIs and ensure necessary reporting is in place to measure

digital experience performance. Demonstrate performance improvement.

  • Assist with

business case development and internal project inception processes where required.

  • Maintain

knowledge of industry trends, external best-practices and build

relationships with counterparts across HSBC and M&S

  • Help develop the newly emerging DCX function and

practices, and successfully embed within the business

Desirable knowledge, experience and traits:

  • Customer driven mentality and outcome focussed
  • Understanding of digital customer experience best


  • knowledge of customer-led design methodologies

informed through research and insights

  • Practitioner in CX mapping, UX design and wireframing
  • Appreciation of Usability and Accessibility
  • Project background including agile ways of working
  • Comfortable with ambiguity and in making decisions

with an understanding of commercial and customer outcomes

  • Innovative problem solver, uses own initiative

The base location for this role is Chester.

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.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.