Head of Health Propositions and Experience

In this role you will

• Leverage Expertise in Regional Markets: Utilize your extensive experience in the Hong Kong and China markets to evaluate existing digital health propositions and develop new ones. Aim to create a more integrated ecosystem that not only meets the needs of local Hong Kong customers but is also tailored for the rapidly expanding Non-Resident Chinese clientele
• Ensure Sustainable Development and Delivery: Take responsibility for the sustainable development of digital health propositions, supporting their end-to-end delivery from conceptualization to launch. This includes scoping, creating actionable work plans with clear and measurable success criteria and metrics, leading work streams, executing tactics efficiently, and keeping stakeholders informed about trade-offs and factors that could impact project scope
• Enhance Customer Experience: Strive to deliver an exceptional customer experience by refining existing and designing new health-focused customer journeys and service models. Adopt an agile approach to the design of end-to-end customer journeys, iterating and continuously improving the customer experience to meet targets and drive high Net Promoter Scores (NPS)
• Foster Strategic Collaboration: Utilize strong relationships to collaborate more deeply with key internal partners. Align strategically, identify synergies, and leverage existing or new growth avenues to accelerate the market expansion of digital health and insurance products and services
• Maintain a Robust Feedback Loop: Develop and maintain a strong feedback loop from customers to product and business owners, leveraging data and insights from multiple platforms, tools, and sources. This approach aims to drive continued customer-centric development across propositions, customer experience, and servicing
• Conceptualize New Propositions: Focus on conceptualizing new digital customer propositions centred on health and life insurance to maximize customer acquisition, engagement, and commercialization opportunities. This will involve creating and articulating solid business cases to secure future investments
• Champion Customer-Centric Value Creation: Advocate for a customer-centric approach to value creation, promoting the integration of customer feedback and insights into product development, service delivery, and overall business strategy
• Drive Ecosystem Collaboration: Encourage collaboration within the broader HSBC ecosystem, leveraging synergies across different business lines and geographical regions to maximize the value of digital health as part of HSBC Bank

To be successful you will need

• Educational Background: A bachelor’s degree or equivalent, with substantial experience in digital insurance product, proposition, and customer experience development. Exposure to complex challenges in a digital environment within the Insurance, Health, or Bancassurance industries is essential. An MBA or similar qualification is advantageous
• Digital Insurance Expertise: Strong knowledge of digital product development and customer journey mapping for engagement and commercialization is crucial. Experience in insurance marketing, distribution, and strategic partnerships is desirable
• Banking Industry Knowledge: A good understanding of the banking industry, including familiarity with banking products, customer behaviour, regulatory considerations, and the competitive landscape within the banking sector, would be beneficial
• Strategic Thinking: A strategic thinker with a strong customer-centric, analytical, and innovative mindset. Practical experience in assessing and optimizing business value drivers, customer and financial outputs, using data analytics and KPIs to inform decision-making and proposition value
• Leadership Skills: Demonstrated leadership skills with the ability to lead directly and work effectively with cross-functional teams. Collaborate with various stakeholders across the company to drive initiatives forward, overcome hurdles, while maintaining a positive environment within the teams
• Communication Abilities: Highly effective communication and presentation skills in English and Cantonese, to confidently articulate value propositions and strategies to leadership teams and external stakeholders. Proficiency in Mandarin would be a plus
• Results Orientation: A self-directed and motivated change leader, capable of working effectively in a multinational, highly matrixed environment
• Personal Qualities: Demonstrates qualities of being open, dependable, and connected