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Senior UX Designer - HSBC - Depew, New York


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Job Information:

Company: HSBC

HSBC Logo North America-United States-New York-DEPEW

  • Accountable for leading and managing all User Centered Design and Visual Design activity to define’ best in class’ digital channel experiences for global (Public Website, Internet Banking, Share dealing and Mobile (including future channels/devices)), contributing to delivery of RBWM strategic goals. 

  • Lead and coach the Design team across both the manufacture and deployment environment supporting convergence and reuse across the HSBC global network. Lead this activity for Digital initiatives and contribute to other multi- channel priority programs where there is a Digital work stream. 

  • The role holder will work closely and in collaboration with Global Marketing as a key stakeholder. 

  • Responsible for the production of all design artefacts (initial sketches, wireframes, clickable prototypes and high fidelity screens) produced by the team as part of User Centered Design deliverables in conjunction with COE Digital Analysis. 

  • Accountable for definition and management of internal and external usability (customer testing activity) on a per project basis.

  • Support the multi-channel strategy and agent channels where the business requirements state this. 

Impact on the Business
  • Lead service/User Experience design activity to define ‘best in class’ sales and service channel experience (multi brand ethos to support replication) underpinned by customer insight and testing, for both manufacture and deployment.

  • Lead the production of the Digital UX Design and Visual Design artifacts as part of User Centered Design activity in line with committed timescales and methodology, securing Approval from stakeholders as required.

  • Ensuring digital deliverables meet business requirements and are fit for purpose to release to customers by leading the delivery production line (development, testing and implementation).

  • As part of the Digital senior leadership team contribute the definition and delivery of the COE strategy.

  • Use own Subject Matter Expertise to champion, evangelize and educate the COE stakeholders on User Experience/Service Design best practice and creative innovations from the external marketplace to enhance and evolve the Digital Business.

  • Support DCE and their external agencies in development of Group Digital Designs for projects like Mobile App, Wealth Dashboard etc.

  • Lead team in development of clickable prototypes and demos to illustrate early design concepts to business stakeholders and SwD Development teams.

  • Lead team to support local in country and regional projects by designing screens and tools for deployment on PWS, App and PIB as required.

  • Stakeholders 
External stakeholders
  • Foster and develop a customer centric ethos, use insight to continuously enhance user experience, increasing loyalty, advocacy and retention.

  • Definition and delivery of ‘best in class’ digital propositions through UCD process working in collaboration with COE Analysis Team.

  • Internal Stakeholder
  • In order to deliver the COE strategic objectives the role holder will work at the highest levels stakeholders including: Regional & Country teams, Group DCE, Group CVM, Group Digital, HTS and Change Delivery.

  • Lead team in provision of internal design agency services to in country, regional and global stakeholders with production of visual designs and prototypes to bring concepts to life and gain stakeholder buy in. 

Leadership & Teamwork
  • Define and implement People Strategy for own team within COE encompassing development, training and accreditation with robust approach to performance management that leads to high performance culture.

  • Provide Subject Matter Expertise (SME) across areas of responsibility. 

Operational Effectiveness & Control
  • Develop clear governance procedures within discipline to maximize convergence across region, and ensure any divergence is justified.

  • Procedures should be comprehensive and unambiguous, and include SLAs; individual/team ownership; resolution scenarios and escalation policy.

  • Identify key risks, issues and interdependencies and provide appropriate mitigation strategies or escalation as appropriate.

  • Support audit / independent program assessments as required.
  • Ensure HSBC is not put at any operational or reputational Risk. 

Major Challenges 
  • HSBC has evolved over its 140 year history and its adoption of electronic channels can be seen as important as the development of the business in China. Achieving a leading position in this aspect of Financial Services will take a number of years requiring the development of new capabilities and competencies with which the management of the bank and the current culture is largely unfamiliar. 

  • The role holder’s challenge will be to:

  • Ensure that all HSBC RBWM services offer standout customer experience and fully deliver on our brand promise.

  • Lead Design activity to support converged ‘best in class’ common processes and experiences while recognizing that local regulations and customs will require the service to be tailored. Even where local regulation and customs tailor the service accordingly, the service quality HSBC offers will be to the same standard across the world.

  • Provide market-leading, compelling digital services that can leverage our global scale and distribution network. With increased connections between our businesses around the world, the aim is to take us from a collection of locally orientated propositions to one global set. These are delivered locally, according to globally defined standards, but with a local flavor, to enable us to compete and lead in the markets we choose to be in.

  • Promote the drive to create sustainable cost savings and operational efficiencies through standardizing systems, processes and products on a global scale. To create savings we need to drive out waste and duplication, streamline processes and take out paper where we can. Digital channels will be a major facilitator of achieving these objectives. Good design will be critical to customers adopting digital.

  • Support the creation of one, modern bank, through creation of one IT infrastructure, refining and removing redundant processes and automating others to ensure we deliver the best possible customer experience.

  • Ensure that as the predominant technology varies market by market the propositions developed cater for this while striving to be as globally consistent as possible.

  • Ensure the solutions developed should be implemented on a generic as opposed to proprietary basis where possible while delivering differentiation against competitors. 

Role Context
  • The role holder is responsible for the definition of the customer experience delivered by the Digital Sales and Servicing journey in Region, integrating the digital journey into a multi-channel journey

  • Not directly responsible for a digital P&L but accountable for the effectiveness and efficiency of the Digital Design  component of COE deliverables

  • Support and engage with cross-functional and market teams with no direct line responsibility for those individuals

  • This member of the Digital COE may be based in any major geography.

  • The role may demand international travel (10-15% of the year), and when operating from the home country, will require significant schedule flexibility to allow for daily/weekly interaction with COE team members and project teams from all Regions.

  • Primary interactions will be with two broad groups: (a) Within the CoE Team itself (b) With Regional Business and Project Teams and specifically Digital Customer Engagement. 

Management of Risk 
  • The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. 

  • The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. 

  • This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.

  • Also by addressing any areas of concern in conjunction with line management and/or the appropriate department. 

Observation of Internal Controls 
  • The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators. 

  • The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply. 

  • This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimizing relations with regulators. 

Role Dimensions

  • Management of usability/customer testing budget and appropriate liaison with Planning and Support to ensure this is recharged

  • Management of travel and incentive budgets as appropriate to team size

  • Peer with in country Digital Heads and their direct reports, along with Senior Stakeholders in SWD and DCE

  • The jobholder will interact with multiple RBWM teams at Global, Regional and Country level  in order to ensure the most rapid and efficient development of digital requirements and readiness of the business to adopt.

  • Provide digital design leadership on digitally led and non-digitally led projects to deliver investment across the in-scope markets.

  • Effective User Centered Design activity will enable targeted business benefit realization over 3 years.

Qualifications

 
  • Excellent Design background (User Experience and Agency/Visual) with industry expertise and experience

  • People experience in customer focused organizations, in disciplines such as digital, HTS or change management with leadership experience – motivating and inspiring others to excel

  • In depth experience of User Centered Design methodology, conducting and commissioning Customer Usability testing

  • Deep understanding of real world customer attitudes, needs and expectations – specifically relating to interaction through PC, mobile, tablet and social media.

  • Familiarity/experience of design best practice & the commercial drivers/benefits of good experience.

  • Knowledge of design tools e.g. Axure, Maquetta
  • Awareness  of project methodology, frameworks and best practice

  • Subject Matter Expertise of channel, including technical, commercial, market place and customer considerations.

  • Commercial focus, ability to balance risks vs. rewards and maximize cost effectiveness and profitability for the business.

  • Experience in managing 3rd party engagement for usability, customer testing

  • Experience in strategy formation and operational planning/management

  • Highly developed communication skills, both written and verbal, to explain complex or technical issues

  • Pragmatic decision making skills, with the ability to make clear judgments and understand the implications.

  • Strong negotiation and relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities

  • High level of resilience and self-motivation
  • Innovative – the ability to approach things differently or do different things to deliver goals

  • Experience of process improvement and LEAN thinking methodologies

  • Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe). 

EEO/AA/Minorities/Women/Disability/Veterans
 

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]

Job Status:

This job is currently active.