Client Experience Proposition Lead - North America

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Lead and support the global client experience and propositions strategy for Global Payment Solutions (GPS) Client Service. Plan and gather needs, benchmark industry standards, and collaborate with Product, Operations, and Technology to deliver solutions that improve client experience across a broad range of clients. Advocate for clients and ensure their needs are prioritized.

Support global and regional client advisory to ensure new and existing products meet client requirements and feed into Product for enhancement prioritization. Investigate key client feedback and collaborate with Product, Operations, and Wholesale to review, reimagine, and improve customer journeys for key clients and growth products, enabling frictionless servicing and enhanced client experience.

Define and drive the client segmentation strategy with the team, build propositions, and ensure consistency within Operations and Coverage for client tiers.

Engage clients to future-proof the client service proposition, experiment with and adopt new technologies to improve efficiency and client experience.

Work with internal teams and clients to commercialize new or enhanced propositions, refine processes, and ensure successful delivery and utilization of solutions. Ensure communication plans and content are effective and complete, preparing internal Client Service teams to share confidently with clients. Collect and analyze feedback to ensure services and propositions are working well for clients, and formulate plans for improvement or enhancement. Analyze large global and regional data sets to enable data-led decisions.

Requirements

• Hold a Bachelor's degree from an accreditied institution
• Demonstrate strong interpersonal skills and interact with internal and external stakeholders at all levels
• Build relationships with a diverse range of global, regional, and local stakeholders
• Accommodate meetings across different time zones and working hours 2–3 times a week (flexible work arrangement)
• Draw up process maps and timelines, improve processes, and create efficiency
• Create global and regional presentations to convey and convince clients and colleagues
• Demonstrate excellent PowerPoint skills
• Analyze large global and regional data sets and make data-led decisions
• Demonstrate excellent Excel skills
• Understand industry standards related to Cash Management products and services
• Demonstrate business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues
• Deliver creative and flexible customer solutions
• Understand a customer’s business and the fundamentals of running a business
• Demonstrate strong written and verbal communication skills and deliver compelling presentations
• Demonstrate excellent time management, planning, and organization skills

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.