Senior Customer Strategy Manager, UK Commercial Banking

As an HSBC employee in the UK, you will 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.

We are currently seeking a high calibre professional to join our team as Senior Customer Strategy Manager to be part of the Customer Strategy pillar in the UK Commercial Banking (UK CMB) Customer team. This role requires a proven ability to structure and solve complex strategic problems autonomously, construct executive-level presentations, conduct investment-grade analysis and engage confidently with UK CMB Senior Leadership.

UK CMB Customer team aims to deliver exceptional experience for our Commercial Banking clients by embedding their needs at the heart of our strategy.

You’ll be part of a team that helps inform strategic decision-making and acts as a catalyst and driver for strategic change, constructively challenging the business with critical thinking and innovative insight to improve the way we do business

The ideal candidate will combine deep CMB business acumen with analytical rigor to shape our medium-to-long term CMB customer strategy, including customer lifecycle optimization, competitive positioning, and cross-segment collaboration. The individual will bring structured problem-solving methodologies to translate complex challenges into executable commercial banking solutions.

In this role, you will:

• Lead UK Customer Strategy projects assessing structural long-term opportunities for CMB by leveraging HSBC’s competitive advantage capabilities
• Work alongside Head of Customer Strategy and Head of Customer (as required) on strategic initiatives across problem definition, analysis, development of recommendations and execution planning
• Own end-to-end strategy development for priority initiatives (e.g., customer lifecycle optimization, propositions, cross-segment collaboration, etc.) 
• Design and execute complex analyses (market sizing, ROI modelling, competitor benchmarking) to support investment decisions 
• Develop executive-level material that clearly articulate strategic choices and trade-offs 
• Structure data-driven recommendations to inform priorities and enhance client segmentation and profitability 
• Collaborate with proposition, journey owners, frontline, business simplification, operations, risk, compliance, product, data, and technology teams to ensure that analysis / data is effectively shared and managed
• Foster a positive team culture focused on accountability, learning, and continuous improvement.
• Identify execution risks on strategy and propose remedial actions

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

• Strategy consulting or in-house corporate strategy experience is essential
• Strong problem-solving skills including prioritising the key issues that needs to be focused
• Well-developed analytical skills and ability to draw insights from a complex set of data sources
• Ability to work independently and able to work in a small team with a flat structure to work collaboratively in a team environment
• Good understanding of Commercial Banking from a client, product and P&L perspective
• Comfortable in working in dynamic and high-pressured environments
• Proficient in data analysis tools, and MS Office Suite.
• Track record of delivering results through others

This is a hybrid role based in London

We believe that being open to a range of perspectives and cultures is vital for our business. We work hard to ensure our diverse and inclusive workplace reflects the communities we serve. We want everyone to achieve their potential – regardless of their gender, ethnicity, disability, religion, sexual orientation or age. If you have a different way of seeing the world, we are interested in hearing from you.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism.  This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

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. 

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