Lead Service Designer

We are currently recruiting a GCB 4 Lead Service Designer to join a forward-thinking, creative, dynamic team to help us deliver an exceptional Customer Experience for our Corporate customers globally. The role of Lead Service Designer will report to the Service Design Director within CESD.

This is a key leadership position responsible for leading and driving the implementation of the customer experience vision across CMB, whilst also growing our people and ways of working. This role provides an opportunity to work across cross-functional teams globally and to influence the direction of our business and senior leaders. In short, you can have a direct impact on shaping and delivering key experiences for millions of customers and thousands of colleagues around the world.

This role is based in London working on a hybrid basis.

Your main duties/responsibilities will include:
⦁    Supporting a team of multi-disciplinary CX experts to craft the end-to-end solution for a global initiative, covering all channels and Corporate customer segments
⦁    Partnering with the head of the global initiative to not only design and implement valuable solutions with the team, but also create support to consistently applying a design-led approach for delivery
⦁    Working with CX Research colleagues to create and embed customer (and business!) empathy and insights into the delivery teams
⦁    Strengthening the way teams define problems and hypotheses
⦁    Leading cross-functional teams in researching, testing ideas and experience and incorporating customer feedback into solutions
⦁    Building capabilities and knowledge within our Customer Experience team on the latest tools and techniques, customer needs, behaviour and perceptions, and the business and industry drivers
⦁    Coaching and growing the skills and career path of your CX experts, as well as taking a leading role to create a meaningful CX Community of Practice globally
⦁    Inspiring and mentoring the wider Global Customer Experience & Sales team to build and evolve our Design Thinking mindset, tools and techniques
⦁    Helping to shape seamless processes that embed Design Thinking into the way our business creates solutions – consistently and at scale – by partnering with the Design Operations Director to shape and evolve our Design Thinking System
⦁    Further generating awareness, interest and support for Service Design and Design Thinking across the business

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

⦁    Experience delivering designs across large-scale programs and businesses;
⦁    Experience building up Service Design as a team and ways of working;
⦁    Design and implementation experiences across human and digital channels.
⦁    Proven experience in creating and evolving an exceptional customer experience vision and translating that into practical solutions;
⦁    Ability to lead teams and apply Design Thinking methodology to develop great, creative experiences;
⦁    A natural ability to quickly digest and understand complex information to help teams solve problems and translate into experience designs;
⦁    Ability to translate requests into briefs (problems and hypotheses to solve) that are both clear and motivating for the team;
⦁    Talent for uncovering customer insights and working in data-driven environments by conducting and/ or interpreting research;
⦁    Strong relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels;
⦁    Ability to work with senior stakeholders to agree strategic direction and ensure support in executing;
⦁    Well-developed management skills, with experience in team building and managing a wide range of projects;
⦁    High level of drive and motivation to ensure successful delivery of complex transformational initiatives; and

You’ll achieve more when you join HSBC.