Customer Lifecycle Engagement Director

When joining HSBC, you will become a valued member of our team, we take the time to get to know our staff and will support you with professional tailored development opportunities, this includes training to build your knowledge and internal career opportunities which will allow you to progress your career with HSBC.

We can offer you competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

Our UK CMB Customer mission is to deliver exceptional experiences for our Corporate and SME clients by embedding customer needs at the heart of our engagement strategy – building trust, strengthening relationships, and enabling growth through insight, simplicity and service excellence.

We are currently seeking a high calibre professional to join our team here in the UK as Customer Lifecycle Engagement Director.

This role reports to MD Head of Customer and will have the responsibility for the E2E hyper-personalisation of Next Best Action Engagements and Communications covering our UK BB-SME, MME and Large Corporate customers.

At its core is a decisioning experience capability that optimizes Customer Lifetime Value covering all stages of the Customer Lifecycle, predicting needs based relevant offers, messages and interactions, Omni Channel.

The ideal candidate will be a strong people leader who is full of gravitas. They will hold a combination of deep Customer and business cross-segment product knowledge and intelligent digital experiences with proven ability to listen and meet Customer needs using data insights.  They will have driven a significant NPS improvement 20pt+ uplift.

In this role you will:

• Develop business case opportunities to support investment, defining engagement roadmaps and benefit mapping
• Partner with product teams and relationship managers to drive cross-sell of commercial banking products (e.g. lending, treasury, trade finance, FX).
• Collaborate with Data and Analytics teams to generate actionable insights on customer behaviour, churn risk, product usage, and satisfaction.
• Own end-to-end scalable communication / engagement strategies and Processes for each Customer Lifecycle stage aligned to segment needs and business priorities.
• Demand Management and oversight of Governance forums covering prioritization, delivery and engagement optimization.
• Implement engagement personalisation at scale using CRM and marketing automation platforms to improve NPS, wallet share and retention.
• Lead the cross functional teams that develop and run multi-channel lifecycle campaigns (email, in-app, digital, relationship manager comms) tailored to sector, business size, and stage.
• Lead the test-and-learn approach: set up experiments, track results, and continuously optimise lifecycle tactics.
• Work closely with Risk, Compliance, and Legal to ensure all customer communications are compliant with UK banking regulations and GDPR

To be successful in this role you should have:

• Extensive experience in a lifecycle marketing, customer strategy, or CRM role, ideally within financial services commercial or business banking is essential.
• Proven experience in running data-driven campaigns and lifecycle engagement using tools such as Salesforce, Adobe Campaign, Marketo or Pega CDH would be advantageous.
• A deep understanding of commercial banking products and customer needs across SME, mid-market, and corporate segments, including Open Banking, embedded finance, or treasury solutions is essential.
• A strong grasp of customer segmentation, journey mapping, and behavioural triggers is essential.
• Strong analytical skills and commercial acumen with the ability to interpret customer data and KPIs, and translate into commercialised strategy and P&L levers in a Commercial Bank (product penetration, fee income, retention economics) is essential.
• A clear understanding of FCA regulations, Data privacy, and B2B communications is essential.

This is a hybrid position with the base location being Birmingham.  We will also welcome applications from those who are based at other main Commercial Banking centres in the UK.  There is a requirement to travel within the UK for meetings and collaboration on occasion, so it is important that the successful candidate can travel when required.

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