Job description
Some careers have more impact than others.
If you’re looking for a role where you can continue to make an impression, take the next step at HSBC where your contributions will always be valued.
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.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management.
To enable the delivery of the UK Wealth and Personal Banking Strategy, HSBC UK is on a journey to fully modernise its end-to-end technology estate including a new core banking infrastructure. This will allow all UK brands to redefine its proposition to be truly customer centric and competitive in the market, whilst also becoming radically more efficient and resilient.
To deliver this, a programme of work called Bank of the Future is mobilising to initially focus delivering a new proposition built on an end-to-end modern technology stack to first direct bank. Backed by HSBC Group, first direct will act as the tip of the spear to push the boundaries on banking technology innovation and setting Group target technology standards.
We have an opening for a Service Designer (12 months FTC) which offers an exciting, challenging and visible opportunity to join the Programme, working with agility and striving to achieve service excellence through all aspects of delivery. The product deployment will commence in 2024 with a pilot, and the aim to scale in 2025+ across additional products and propositions.
This role holder part of the proposition development team that will collaborate with 1) journey team to launch MVP and refine roadmap with customer insights; 2) strategy team to develop longer term roadmap for multiple markets and engage programme sponsors; 3) Run-ahead team to ensure foundations are built with customer propositions in mind.
In this role, you will be responsible for:
• Work closely with proposition managers to lead the creation of service blueprints end to end and passionately represent the human perspective.
• Maintain all end-to-end service design activities and define the customer journey across digital and non-digital touchpoints as well as the operations, capabilities and technology needed to support it.
• Champion the use of customer-centric methods including Design Thinking, usability testing, customer journey mapping, user research and more
• Create prototypes to support research, concept ideation and stakeholder management
• Facilitate co-design activities (e.g. workshops) of delightful user experiences
• Help plan and execute user research to ensure we are seeking right customer insight to aid business decisions
• Manage stakeholders in complex environments and take them on the experience design journey
• Help identify pain points, opportunities and future paths for our business and customers
