Senior Digital Commercialization Manager - International Wealth & Premier Banking

GCB 4 

We are currently seeking a high calibre professional to join our team as a Senior Digital Commercialization Manager.

In this role you will:

• Drive digital commercialization across IWPB markets to grow mobile usage and funnel conversion across priority products and journeys.
• Set the commercialization approach for priority capabilities by defining target segments, value proposition, launch plans, and the playbooks markets can execute consistently.
• Own the digital growth performance oversight by establishing KPIs and dashboards (e.g., adoption, usage, conversion, journey optimisation), tracking performance and driving actions to close gaps.
• Use data and customer insight to prioritize the biggest opportunities and friction points, quantify impact, and translate insight into clear market actions and delivery asks.
• Drive channel migration as a core lever of digital growth by setting ambition and plans with markets to migrate priority journey transactions from Branch/Contact Centre to digital, supported by clear KPIs (migration rate, containment/deflection, assisted demand reduction) and readiness across journeys, comms, frontline routing, and controls.
• Partner across Group stakeholders and Markets (Digital & CX, Propositions, Data & Analytics, Technology, Branch and Contact Centre) to align priorities, manage dependencies and unblock delivery.
• Act as an SME for digital journey commercialization and scale cross-border best practice by sharing toolkits, standards, and learnings across markets.
• Work with Value Streams and D&A teams to build a future-looking view of channel transactions, including physical-channel transaction visibility and channel unit economics (e.g., cost per interaction / cost per channel), and to reinforce a mobile-first culture.

To be successful you will need:

• Commercial mindset and strong execution discipline owning targets, prioritizing based on value, and driving outcomes through others in a matrix.
• Working knowledge of digital technologies/capabilities and assisted distribution channels, including tools for product optimization, data visualization, and Martech (CRM, CDP, MMP).
• Experience of tracking customer interactions, channel usage, journey mapping, and an eye for continuous improvement.
• Demonstrated experience delivering digital transformation, building business cases to prioritize capabilities, and developing commercialisation plans for new launches.
• Strong data-led capability—able to work with large datasets, use funnel/journey analytics and segmentation, and turn insight into clear actions quickly.
• Experience working with physical channels and journey owners on identifying key opportunities to migrate transactions to digital and drive assisted digital sales.
• Excellent stakeholder management—able to align Group and Markets, manage dependencies across Digital & CX/Propositions/Tech/D&A, and move delivery at pace.
• Experience with Branch and/or Contact Centre environments along with retail and wealth products knowledge is a plus—particularly service migration, containment/deflection, assisted-to-digital routing, or frontline enablement.

Opening up a world of opportunity

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Issued by The Hongkong and Shanghai Banking Corporation Limited.

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