Customer Journeys Manager, Payments

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Customer Journeys Manager.

We’re looking for an enthusiastic Customer Journeys Manager to help us take Payments to the next level. You’ll sit at the heart of our ambition to make payment journeys genuinely brilliant — owning end-to-end customer outcomes across faster payments, international payments, internal transfers, direct debits, standing orders, and card payments.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a 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.

In this role you’ll:

• Own key payments and cards customer journeys end-to-end, making sure they’re best-in-class
• Deliver a world-class customer experience across digital and assisted channels
• Spot friction, simplify journeys, and redesign experiences that customers actually enjoy using
• Work across teams to create a joined-up, consistent experience (no “left hand/right hand” moments)
• Use data and insight to prioritise improvements and track outcomes
• Own customer complaints and conduct outcomes for your journeys, driving the right fixes
• Balance customer needs with risk, controls, and operational realities
• Represent the journey internally, bringing clarity and momentum to complex topics

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

• Product Management experience in payments and/or cards (e.g., debit/credit cards, Faster Payments, Bacs, international payments)
• Strong customer mindset with proven end-to-end journey ownership
• Solid risk management experience and confidence working with controls
• Good knowledge of Terms & Conditions and how they shape customer outcomes
• Strong analytical skills — comfortable using data to drive decisions and improvements
• Experience engaging with industry bodies/partners and managing external relationships
• Strong understanding of the current and evolving payments regulatory environment
• Confident communicator who can influence stakeholders and build trusted networks across the business

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, socio-economic background 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 via hsbc.recruitment@hsbc.com.