Senior Manager Client Experience Design

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Senior Manager, Client Experience Design.

You’ll join our newly established Client Experience Design team and play a key role in shaping how our Corporate and Institutional Banking clients interact with us, helping to set the standard for a consistent and exceptional end-to-end experience. You’ll define and deliver a client experience strategy across all client-facing touchpoints and channels to improve client satisfaction, while balancing client needs with commercial objectives, regulatory requirements, and operational realities. Combining design leadership with hands-on delivery, you’ll work closely with clients and stakeholders across Corporate and Institutional Banking to develop practical, high-impact solutions and maintain a clear focus on measurable improvements in both client outcomes and business performance.

As an HSBC employee in the UK, you’ll 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.

In this role you’ll:

• Assist the Client Experience Design Director to shape the Corporate and Institutional client experience strategy, ensuring it’s grounded in client needs and aligned with our strategic direction and objectives
• Influence Client Experience Designers and Researchers, tasked with setting the standards and blueprint for a unified client experience, that can be followed by delivery teams
• Partner closely with product, design, coverage, and technology teams, as well as relevant programmes (value streams and strategic initiatives), to ensure end-to-end client journeys are designed around client needs and delivered to an agreed standard
• Provide customer experience expertise and leadership on priority engagements to ensure alignment with strategy, standards, and success metrics across all client interactions, touchpoints, and channels
• Identify and implement customer-centric success metrics at a bank and initiative-level, to ensure the right customer outcomes are considered, tracked and achieved
• Work directly with counterparts in Client Experience Insights to plan and drive research, gather feedback, and analyse data at every project stage, and ensure insights inform design decisions and are included in artifacts (experience principles, journey maps etc)
• Engage clients to get ongoing feedback, participating in interviews, testing, and field studies to uncover pain points and opportunities
• Manage the design governance process, working closely with relevant teams including product, legal, and risk to ensure journeys are compliant and deliver on the expected outcomes, owning any risks or issues that arise

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

• Strong knowledge of design thinking, customer experience, and service design methodologies
• Excellent facilitation skills for workshops and co-design sessions
• A genuine and relentless passion for creating customer-centric solutions that are commercially viable and differentiating
• The ability to analyse both qualitative and quantitative data to derive insights.
• Proficiency in design, mapping, and prototyping tools (e.g., Figma)
• Strong communication and storytelling skills to influence diverse stakeholders and build trusted relationships across business lines and geographies, combined with a global mindset and experience delivering client experiences across countries, products, and channels
• Sound commercial awareness with the ability to link improved customer experience to revenue, cost savings, and risk management
• Experience working in agile environments and collaborating across cross-functional teams, with awareness of business-to-business clients and/or financial services—ideally including commercial and institutional products, processes, and regulatory constraints

Opening up a world of opportunity.

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