Global Head of Customer Acquisition and Onboarding

This role is based in Hong Kong or London.

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

The IWPB Chief Commercial Office (CCO) plays a critical role in our ambition to be the leading international wealth manager in Asia and the Middle East. The team is responsible for converting the IWPB business strategy into effective commercial execution to drive revenue growth, customer loyalty and market share across all IWPB customer segments (excluding Ultra High Net Worth).

We are currently seeking an experienced professional to join our team in the role of Head of Customer Acquisition & Onboarding. You will be part of the Customer Segment and Propositions team, helping to shape how we attract, grow, serve, and retain the right customers through executing a customer strategy that is both globally consistent and locally powerful. This team provides the strategy, propositions, capabilities, and frameworks that empower markets to drive growth, improve customer outcomes, and deliver operational excellence. We enable execution and drive transformation — so HSBC becomes the primary bank and trusted wealth partner for more of the right customers than ever before.

This role sits at the intersection of customer management, product development, platform engineering, data and analytics, operations, risk and compliance, and customer experience. You will lead the transformation of IWPB’s customer acquisition and onboarding strategies and journeys into a market leading scalable platform capability that accelerates customer activation and early engagement (within the first 90 days), improving conversion and time-to-value, driving sustainable customer and revenue growth. The role is fully accountable for the end to end launch and journey commercialisation, partnering with Digital commercialisation team to drive significant increase in digital conversion through best in class digital commericlations practices.

The successful candidate will combine customer experience, product leadership, technology fluency, and operational excellence to build a scalable acquisition and onboarding ecosystem leveraging modern digital platforms, APIs, advanced analytics, automation, and AI/ML, while maintaining strong governance and meeting KYC/AML requirements and the bank’s risk appetite.

In this role, you will:                              

• Be responsible for defining, developing, and delivering an end-to-end world-class, digitally-led customer acquisition and onboarding journey, spanning prospect-to-customer conversion through activation and early-life engagement across all domestic and international customer segments.
• Partner with stakeholders such as marketing, digital commercialisation and distribution to deliver against the acquisition levers and drivers to attract target prospects to HSBC
• Commercialise the end to end experience, overseeing the full acquisition and onboarding funnel, maximising conversion and balancing cost and quality of acquisition.
• Ensure that acquisition and onboarding solutions are scalable, efficient, compliant, and deliver exceptional customer experiences while being commercially effective.
• Work closely with regional and market teams, technology, risk and compliance (2LoD), operations, and other key stakeholders to implement globally consistent solutions with flexibility for local needs.
• Be a key driver of innovation, automation, and simplification across acquisition, onboarding, activation, and early-engagement journeys, including upgrade and downgrade journeys where relevant.
• Establish and maintain global minimum compliance standards for customer acquisition and onboarding in line with KYC/AML requirements and the bank’s risk appetite.
• Lead a high performing global team.

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

• In-depth understanding of customer acquisition, onboarding, and lifecycle management, including activation and early-life engagement.
• Experience and familiarity with wealth onboarding solutions and considerations (e.g., suitability/appropriateness, source of wealth/funds, and portfolio-led activation) is highly desirable
• Strong knowledge of digital banking platforms and technologies like eKYC, biometrics, AI/ML, and integration of digital acquisition/onboarding tools across web and mobile channels.
• Experience in journey mapping, customer insight analysis, and user-centric design principles.
• Knowledge of process optimisation, automation, cost management, and scalable solution design.
• Ability to work in matrixed organisations and influence regional and market-level stakeholders.
• Excellent stakeholder management and leadership skills.

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, 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:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500