VP, Digital Adoption and Omnichannel Experience

International Wealth and Personal 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. International Wealth and Personal Banking provides a leading premium proposition through Premier Banking and, together with our Global Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

We are currently seeking a high calibre professional to join our team as a Vice President, Digital Adoption and Omnichannel Experience.

In this role you will:

• Drive digital adoption by converting non-registered and inactive customers into active mobile banking users through targeted campaigns, data insights, and personalised nudges
• Lead transaction migration by identifying high-volume, low-complexity interactions in branches and contact centres, and shifting them to seamless, self-serve digital channels
• Champion a digital-first culture by designing staff advocacy and training programmes to boost digital confidence and frontline enablement
• Deploy and optimise digital and hybrid servicing tools (e.g. remote advisory, appointment booking, queue systems) to improve frontline productivity and customer experience
• Collaborate across functions—Digital, Channels, Distribution, IT, Marketing, and Operations—to co-create omnichannel journeys and drive digital engagement
• Use behavioural analytics and customer feedback to continuously enhance digital journeys and service design
• Monitor and improve performance against key metrics including digital registrations, transaction migration, app usage, and customer satisfaction

To be successful you will need:

• Strong understanding of frontline challenges for digital adoption and manual operational processes especially for high volume physical transactions
• Demonstrated success in designing and executing transaction migration initiatives from physical to digital channels
• Experience working with cross-functional teams such as frontline, operations, marketing, and IT to deliver digital solutions and initiatives. Experience working in the frontline will be an advantage.
• Experience in deploying assisted digital tools in branches to support hybrid customer journeys
• Understanding of regulatory and risk considerations in digital banking environments

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

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Issued by The Hongkong and Shanghai Banking Corporation Limited.

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