Senior Digital Product Manager, Conversational Banking - International Wealth and Premier Banking

GCB 4

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs.

We are currently seeking an experienced individual to join our team as Senior Digital Product Manager, Conversational Banking, for the new AI bot platform (chat and voice). You’ll be responsible for adopting future-state AI bot solutions, growing customer adoption of conversational channels, and increasing automation through traditional AI and GenAI. You’ll work across Digital & CX and partner teams (e.g., UK, HK, Data & Analytics, Contact Centers, Wealth Solutions, Customer Segments).

Conversational Banking is globally accountable for HSBC’s chat and messaging channels, delivering great customer experiences through a blend of AI and human support. HSBC is on a mission to build the world’s best banking app—and that includes building the world’s best conversational experience by innovating and experimenting with Generative AI and Agentic AI.

The role holder will:

• Own the end-to-end product lifecycle for conversational banking platform capabilities and journeys, ensuring customer needs are met and benefits are realised over time.
• Design, build and run digital customer experience journeys for conversational channels, working with cross-functional teams (analysts, engineers, designers, scrum teams) across locations in a lean agile environment.
• Act as product owner/champion for one or more products; select and adapt appropriate delivery methods (predictive and/or agile).
• Analyse market/user research, feedback, expert input and usage data to identify needs and opportunities.
• Prioritise product requirements and own the product backlog, anticipating changes in customer/user needs to enable agile delivery.
• Collaborate with Customer and Product value streams to shape journey design and build (including transactional chatbots).
• Help drive the Conversational Banking product strategy, combining business strategy, external trends and market needs; bring structure to ambiguous/large-scale problems.
• Ensure a strong understanding of how conversational channels increase customer satisfaction and reduce cost, and that delivery aligns to Group Standards.
• Manage multiple complex responsibilities across several business areas as required.
• Keep fair customer outcomes at the heart of delivery, aligned to Best Place to Bank principles (Make Better Products, Sell Them Properly, Keep Them Sold).
• Continually reassess operational risks considering economic/market conditions, legal/regulatory requirements, operating practices, restructures and new technology.

Knowledge & Experience / Qualifications:

• Previous experience in Digital Product Management.
• Strong problem-solving mindset with an entrepreneurial drive; able to deconstruct problems and understand root causes.
• Deep experience in customer-facing Conversational AI and GenAI products, ideally in banking/fintech.
• Experience in global/regional roles delivering outcomes across diverse cultures.
• Ability to set clear strategic direction aligned with Markets, Customer Segments and Physical Channels (preferred).
• Extensive experience across digital product development: opportunity identification, business cases, requirements, deployment approach, execution, launch, and post-launch performance management.
• SAFe experience, operating on quarterly planning cycles; able to ensure work is well-defined, prioritised, estimated and dependencies understood.
• Strong stakeholder management and communication skills; able to navigate differing viewpoints.
• Proven ability to build relationships and influence without direct authority.
• Data driven analytical approach to problem solving, looking to understand the underlying causes, so that we can build a global solution rather than a series of point solutions.
• Experience of Design Thinking and leading run ahead work to explore new problems or potential ideas, bringing in Design, Analysis, Architecture and Engineering colleagues.
• Consumer financial services industry experience and strong understanding of Digital business, while experience with travel, lifestyle, and/or other consumer product development is a strong advantage.
• Good communication skills for navigating through business requirements, differences of opinion on approach.
• Proven ability to build strong relationships across stakeholder groups.
• Excellent understanding of the bank’s risk framework and experience of working with second line of defence: legal, compliance, financial crime (AML & sanctions), fraud, risk.
• Strong outward focus and grasp of the competitor environment – opportunities, threats, gaps.
• Excellent command of English, Mandarin and Cantonese.

Opening up a world of opportunity
www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.
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