Assistant Vice President, Digital Customer Experience, Digital as a Channel Canada

Job description

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the largest and leading international bank in Canada. HSBC serves customers worldwide through an international network of around 3,800 offices in 66 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa

We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

It's this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.

About Retail Banking & Wealth Management

Retail Banking and Wealth Management serves millions of customers worldwide, helping them manage their day – to day finances and save for the future. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division. We are committed to building long-term relationships with our customers, offering products and services to help them reach their goals and aspirations. We continue to exponentially grow our market share in Canada year on year.

Key Objectives for Assistant Vice President, Digital Customer Experience, Digital as a Channel Canada:

The Retail Banking and Wealth Management (RBWM) strategy has a stated objective to make HSBC an upper quartile / decile provider of digital services to Retail Banking and Wealth Management customers. Over the next 5 years this strategy will increase the percentage of digitally active Retail Banking and Wealth Management customers in excess of 500%.

As part of HSBC's Retail Banking and Wealth Management Digital Strategy, we are continuing to build our local digital teams and capabilities to develop and operationalize our world-class digital products and features as well as to ensure that we maximise our opportunities for customer engagement through our digital channels and employees.

The Assistant Vice President Digital Customer Experience will be a key lead within the Digital as a Channel (DaaC) team and will deliver on local market strategies by:

· Providing direct leadership and day-to-day oversight for the local Digital as a Channel Operations team, comprising content, optimisation, user experience/design and messaging (email, website banner, mobile), inspiring the team to bring their best work, every day.
· Lead and drive optimisation of digital channels that span public website, Search Engine Optimisation, media, data & technology services, Push, Email, Short Message Service, Secure Site/App slots
· Working closely with the local (Canada) Digital as a Channel, Digital Acquisition, Commercialisation and Engagement teams to ensure timely creation and upload of content and optimisation of content, and page designs.
· Ensuring web pages are properly search engine optimized
· Reviewing and actioning site metric reporting related to customer user experience and site functionality. Working together with the team to action the report findings to improve the digital customer experience.
· Works with Digital Implementation Managers to identify areas of improvement in platform functionality, staying on-top of industry trends and best practices.

Principle Accountabilities:

· Leadership for the in-market Digital as a Channel Operations resources, ensuring Digital as a Channel business strategies are achieved.
· Identify trends and insights and optimize performance based on insights.
· Benchmark digital performance and processes against industry best practices; proposing change where necessary.
· Together with the team, action on site and campaign activity performance, user experience, activity funnels report findings.
· Digital as a Channel business team, including Digital Commercialisation, Engagement and Acquisition.
· Regional Digital as a Channel Operations team in Buffalo
· Data + Analytics, Customer Value Management (product), Propositions, Customer Relationship Management and Marketing
· Inspire the Digital as a Channel Operations team deliver to Service Level Agreements and best-in-class operational standards.
· Be a passionate advocate for Digital generally, and Digital as a Channel operations, to inspire stakeholders to partner with Digital as a Channel to achieve long-term goals.
· Provide thought leadership to grow the contributions of digital within the Retail Banking and Wealth Management business.
· Work collaboratively across all parts of Retail Banking on sales initiatives.
· Identifying key risks, issues and interdependencies and provide appropriate mitigation strategies.
· Supporting audit / independent programme assessments as required.
· Responsible for ensuring Service Level Agreements are achieved at specified cost.
· Work with Operational Risk and other key functions to define the optimal balance between security, customer convenience and work processes.

Desired profile

Qualifications :

Knowledge & experience / Qualifications:

·  5-10 years of Digital and/or Digital Marketing experience (start-up and/or retail environments)
·  Strong understanding of A/B multivariate testing (just refers to testing creative or concept A vs B), User Experience/Design, optimization and funnel analysis.
·  Experience developing content marketing strategies, and developing content teams.
·  Experience leveraging data and analytics to gain insights to enhance Customer Experience and business results.
·  Strong digital expertise and a digital first mindset.
·  Background in planning and strategy in the digital business.
·  Strong collaboration, presentation, written and verbal communication skills.
·  Proven ability to navigate and deliver results in a matrix organization.
·  Proven ability to lead and influence global teams.
·  Bachelor degree in Business/Marketing/Technology.
HSBC Proud


In 2018, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine. HSBC was also the first company to be recognized as a top performer in gender diversity within the financial services sector, as part of a new Corporate Knights initiative to recognize leaders in this space.

Join HSBC, and benefit from the following:

·  Career Development: Within your current role, as well as Canadian and international opportunities
·  Company Reputation: Offering prestige, strength, and longevity
·  Business Growth: Underpinned by our drive, and the highest banking standards
·  International Connectivity and impact: Build global relationships and be a part of international initiatives
·  A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
·  Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make