Snr Product manager - Customer Platforms

Job Title

Snr Product manager - Customer Platforms

Wealth and Personal Banking serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative distribution channels.

As the Product Manager - VOC Platforms, you will act as a product owner and expert for our VOC platforms. You will manage and govern the development and utilisation of the platforms such as Medallia and MMX (complaints platfrom). You will support over 15 markets and currently 6000 global platform users with a view to increase utilisation in near future. You will ensure the platforms deliver value to the business and are used effectively. You will work closely with CX specialists and other platform users to understand and deliver their business needs through the platform capabilities. You will manage the relationship with platform suppliers to maximise value to IWPB by driving the implementation and adoption of new functionality and ensuring the rapid and effective response to our required fixes and CRs.

In this role, you will

Manage the full product lifecycle to ensure that, over time, the needs of the platform users continue to be met

As platform SME, work closely with Technology, Transformation, D&A and market teams to ensure the VOC platforms change agenda is delivered on time and in budget. Be hands-on and remove delivery blockers through appropriate action and escalation

Operationalise the voice of the customer platform at its full potential across users, securing ROI and value to business and customers

Platform management (BAU)

Manage the integrity of the platforms and all aspects of the of business-as-usual platform operation

Improve platform functionality, eg. Text Analytics evolution, Topic creation, AI, rules, process, triggers, surveys

Monitor the performance of the platform to optimise value to the local and global change agenda

Ensure platforms updates are implemented, assessed and used

Contribute to achievement of objectives and key results across the VOC Product and use data to inform prioritisation and decision making. Maintain a focus on ROI to ensure priorities align to areas of greatest impact

Create and manage a standard process and ways of working to respond to requests for changes

Own the global operationalisation of the customer platforms (e.g. Medallia; Complaints platform)

Provide status reporting regarding project milestones, deliverables, dependencies, risks and issues

Communicate and align with multiple stakeholders across organizational levels and locations

Work creatively and solution-focused, demonstrating collaboration, innovation, and excellence

Establish gaps in platform utilisation and opportunities to create value to business from the platform capabilities

Own the management of training, support materials, product enquiries. Develop and report utilisation KPIs

Own, deliver and report on a program plan to meet HSBC’s needs, maximise value from the customer platforms and maintain the functional and security integrity

3rd party supplier management

Platform development (transformation)

Manage the pipeline of new capabilities, improvements, fixes, and requests from VOC platforms’ users

Prioritise product requirements and own the product backlog; coordinate pilots/launches/training

Keep up with trends and emerging business models, reimagining how to generate value to the business/customers

Work with platform suppliers to influence their development plans, derive value from updates and ensure speedy satisfactory resolution of HSBC requests

Obsess about how to apply technology and data to solving problems or finding new opportunities

To be successful you will

Knowledge & Experience / Qualifications

Previous experience in implementing and configuring customer platforms (e.g. Medallia, complaints platforms)

Previous experience in creating and managing text analytics rules and topic trees; closed loop alert rules, user roles

Experience in a global roles, with proven experience in working in a cross functional matrix environment

Knowledge in customer experience metrics (e.g. NPS, CSAT, Ease) and customer experience measurement

Data driven analytical approach to problem solving, looking to understand the underlying causes, so that we can build a global solution rather than a series of point solutions

An entrepreneurial drive, with the ability to deconstruct and solve problems

Experience with the range of product development and deployment activities including identifying opportunities and developing business cases, defining product requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management.

Experience of Design Thinking and leading run ahead work to explore new problems or potential ideas, bringing in Design, Analysis, Architecture and Engineering colleagues

Good communication skills for navigating through business requirements, differences of opinion on approach

Proven ability to build strong relationships across stakeholder groups

Excellent understanding of the bank’s risk framework and experience of working with second line of defence: legal, compliance, financial crime (AML & sanctions), fraud, risk

Strong outward focus and grasp of the competitor environment – opportunities, threats, gaps

Demonstrable resilience and persistence – a ‘can-do’ attitude

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HSBC is an equal opportunity employer 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