Customer Intelligence and Digital Delivery Lead

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

The Commercial Bank Financial Support Team , CMB FST Customer Intelligence and Digital Delivery Lead is a key position within FST’s senior leadership team.  The role holder will have responsibility for the leadership of Customer Intelligence and Digital Delivery teams and drive the business to design the right solutions, achieve benefits realisation and deliver returns on their investments.

This is a crucial role for FSTs transformation, ensuring initiatives are using agreed Digital and AI capabilities and target state architecture, are aligned with business goals, and deliver tangible outcomes. This is a highly delivery-focused position requiring a hands-on approach to execute Digital and AI initiatives.

In this role you will:

• Define and articulate a clear product vision and strategic roadmap for AI-driven solutions. This ensures alignment with the bank's overarching objectives and market demands.
• Lead and coach a team to deliver successful change in an environment of growing business and regulatory needs
• Lead the vision and strategy of the department, working with the Senior Leadership Team to engage and motivate team members.
• Collaborate with business units to identify and prioritise high ROI AI use cases that align with FST's strategic objectives.
• Create, maintain, and rigorously prioritise the AI product backlog and roadmap. This ensures transparency and alignment with business value, customer feedback, and strategic goals.
• Lead the end-to-end delivery of AI products from ideation through to launch. This includes ensuring solutions are scalable, secure, compliant, and meet high-quality standards.
• Define and track key performance indicators (KPIs) to measure and report on delivery progress, financial benefits and cost savings.

To be successful in this role you should meet the following requirements:

• Hands on experience of delivering and embedding Digital and AI / Gen AI Capabilities into the business
• Understanding of the CMB products and propositions offered to SME’s
• Proven experience in delivering complex projects is required, with a significant focus on the delivery and rollout of software into a business. A strong track record of overseeing the end-to-end lifecycle of projects from ideation to successful deployment is necessary.
• Strong background in programme/project management and change management is essential, including ability to manage large scale portfolio of initiatives, with experience overseeing delivery teams
• Exceptional analytical and problem-solving skills, with a proven ability to be the bridge between the business and technical deployment teams.
• Eagerness to identify and implement AI solutions that support strategic business goals and foster innovation

This role can be based in, Birmingham, Leeds, Chester or Sheffield.

Opening up a world of opportunity


 

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500