Head of Public Website - HSBC - Depew, New York - EXPIRED
This is an archive of an expired job.
Job Information:
Company: HSBC
North America-United States-New York-DEPEW
We have committed a billion dollars globally to a digital revolution, to drive innovation and transform our digital customer experiences. In support of this, we are building digital solutions that will impact the lives of our Retail Banking and Wealth Management (RBWM) customers across the United States. While this role supports the US market it’s part of a global structure of Digital teams that are an integrated global group of over 3500 technologists and commercial thinkers, working across our offices in London, India, China, Hong Kong, the US, Canada, Poland and Mexico.
We are looking for collaborative thinkers with the spirit to drive change quickly. We need strong leaders who balance strategy and execution skills allowing them to develop a plan while also rolling up their sleeves to execute and drive results for our customers. We champion brave new ideas that will transform future customer experiences.
In this role, you will report into the Head of Digital Customer Engagement for the US, where you will have a key role in defining and driving change in how HSBC communicates with its digital prospects and customers across all products, propositions, customer segments, digital channels and message types in the future. You will own the public facing website for HSBC in the US and be responsible for ensuring a best in class experience for prospects and customers that simplifies their ability to get the information they seek while reducing friction. You will need a strong understanding of Search Engine Optimization (SEO) and how to leverage content, link building and other techniques to drive top of page rankings. You will require exceptional influence management and orchestration skills to work across functional and business lines to strategize, develop and deliver a best in class website and customer experience.
We are looking for a seasoned leader who has owned and run a website and can collaborate with all staff and management to ensure that the website aligns with brand strategy and meets HSBC standards. We need a person who can plan, implement, manage, monitor and upgrade the HSBC US website to deliver best in class prospect and customer experiences. We need you to ensure content is up to date and that HSBC is delivering a personalized experience whenever possible. You will own SEO, driving top of the page rankings for key HSBC terms while growing visitors and relevant web traffic metrics.
You will need to blend creativity with a test and learn mindset to conduct A/B testing to improve quality, relevance and overall User Experience. You will conduct content audits to eliminate redundant and/or duplicate information while meeting accessibility requirements. We need you to keep up-to-date with industry best practice and competitor websites. Finally, we need you to identify needs from different department and build partnerships to drive project progress across RBWM and share our best practices with global functions
- Develop a SWOT analysis including a competitive analysis on our current Public Website capabilities
- Develop a strategy and 3 year plan for the Public Website including a measurement framework to define how we will define success and track our performance
- Own the KPI’s for the Public Website including all SEO related metrics
- Drive thought leadership and cultural change across organization
- Develop library of customer-centric digital messaging use cases that support the Public Website agenda
- Build long-term relationships with all stakeholders and strategically influence and leverage the matrix organization to achieve delivery of the Public Website priorities
- Build close and collaborative relationships with the key global stakeholders to support the effective delivery of the US strategic agenda for the Public Website
- Identify, understand and communicate execution risks in relation to the Public Website, suitably mitigating or securing SMR approval as required.
- Meet all Privacy and Control & Compliance objectives
- Manages the day to day relationships with CVM, CRM, Marketing and Product owners to develop and execute an annual strategic plan for the Public Website
- Establish and own the KPI’s for the Public Website, including SEO metrics, YoY visitor growth, Home Page engagement rate, Leads generated, Organic Sales
- Ownership of the SEO relationship, championing the changes needed to optimize search rankings, which includes the content structure on the website
- Manages the intake of new requests across the business to centralize the demand, improve completeness of requests, while managing the strategic alignment of the requests to submit for fulfilment
- Support ongoing marketing campaigns and lead test and learn optimization activities to maximize investment
- Deliver test & learn programs that transform ‘best practice’ from Group and other markets into ‘must do’ processes for the US market
- Liaise with DaaC Operations in delivering relevant experiences, messaging and content
- Liaise with Digital Platform teams to deliver platform capabilities (i.e. AEM enhancements, Lead Forms, Calculators) to drive the utilization of new features to ensure our web experience is optimized
- Work with Privacy, Legal and Compliance to ensure we meet all our control objectives including annual certifications for all PWS content and user accessibility
- Support overall digital engagement and sales
- Work with the global DaaC organization to ensure we execute and deliver better customer experiences faster
Qualifications
- An individual with a strategic and innovate approach to delivery, comfortable with a high level of ambiguity prepared to relentlessly drive through extensive change to an aggressive timeline
- Proven experience in owning and managing a Public Website from SEO, to brand and content deployment to prospect journeys with measurement and improvement plans
- Credibility and ability to influence stakeholders convincingly with well-considered logic
- Effective written and oral communication and influencing skills and fluent in all Microsoft Office tools
- Experience in providing thought leadership, and driving a complex change agenda, and an ability to challenge the “status quo”
- Strong commercial mind-set with experience that translates into prioritization and alignment building that results in the best business outcomes
- Deep understanding of digital tools, techniques and a hunger to use existing and new tools to drive a better outcome for customers and the bank
- Experience in ‘rolling up your sleeves’ and personally taking charge driving change and impact
- Proven experience working in an Agile organization
- Familiarity with the Adobe marketing tech stack (i.e. Audience Manager, Target, Analytics), PEGA, Salesforce, Celebrus, QlikSense reporting and Jira/Confluence a plus
If you would like to notify the Diversity Recruitment team of your application or if you are simply interested in learning about opportunities at HSBC, please email [email protected]
.jpg)