Senior Service Designer

Role Overview

HSBC Commercial Banking serves millions of businesses ranging from small enterprises, to large corporates, providing commercial customers with a full range of banking providing local support and advice in over 60 countries and territories. HSBC helps connect customers to opportunities.

We are recruiting a Senior Service Designer to join a forward-thinking, creative, dynamic team to help us deliver an exceptional Customer Experience for our Corporate customers globally.

Our customers want to focus on building and growing their businesses – and we want to support them in doing that by removing their financial stresses. This means that our experience vision is to both strengthen our customers’ finances and reduce the emotional strains they feel. We’re excited to bring together the emotional and financial side of banking to make a difference for our customers and our company.

To support our customer experience vision, we’re changing the way we think and work across the Global Corporate Bank (GCMB). Our Customer Experience team has been established to be a front-runner in our business to both deliver material improvements for our customers and colleagues, while also transforming GCMB to be a customer-led organisation. As part of CX, our team of Service Designers support these goals by helping our business to fundamentally change the way we create and deliver solutions.

Quite simply put, our mission in CX is to embed Design Thinking into our company’s DNA. We’re continuing to build our team with people that are motivated by the challenge to improve the way we problem-solve and make an impact for our customers and colleagues. More specifically, our team is growing with wonderful people that have strong Service Design capabilities and expertise, as well as a passion for building teams and embedding human-centric design systemically. With your help, we’ll scale this way of working and enable our company to not only achieve our customer vision, but also continuously evolve to meet our customers’ changing needs globally. This unique opportunity to make an impact around the world is just starting and it’s a great time to join and help strengthen our team.

The role of Senior Service Designer is a key position responsible for helping to lead and drive 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 will be reporting into the Lead Service Designer.

In this role, you’ll be responsible for:

• Shaping and conducting research synthesis across multiple insight sources to structure hypotheses for key design questions;
• Crafting end-to-end solutions with global, cross-functional teams to deliver an iconic banking ecosystem;
• Creating and embedding customer (and business!) empathy and insights into the teams;
• Strengthening the way teams define problems and hypotheses;
• Leading cross-functional teams in researching, generating, and testing ideas, 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;
• Inspiring and mentoring the wider CMB team to build and evolve our Design Thinking mindset, tools and techniques, including facilitating and leading interactive Design Thinking sessions as a delivery lead or co-facilitator;
• Helping to shape seamless processes that embed Design Thinking into the way our business creates solutions – consistently and at scale – alongside the Head of Customer Experience;
• Further generating awareness, interest and support for Service Design and Design Thinking across the business.

Qualifications

You will have responsibility to create enhanced experiences, with the focus on enabling our colleagues to have the mindset, framework and tools to continuously create proven solutions for our customers and business.  As a Senior Service Designer, you’ll also have the opportunity to really bring Design Thinking into the core of our business and act as a Design Thinking coach for teams across the Corporate bank.

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

• Proven experience within Service Design, particularly leading strategic design projects in a large organisation;
• Experience as a manager/ leader is preferred;
• Strong experience understanding and changing customer behaviour;
• Outstanding ability to implement and improve customer experience capabilities by scaling design frameworks and tools to upskill teams, and create a common design vision and principles;
• Exceptional relationship management and influencing skills, outstanding interpersonal and communication skills with a proven ability to communicate effectively and confidently at all levels;
• A good knowledge of the financial sector is essential; previous experience of Service Design in the final sector is preferred;
• Proven ability to lead teams in applying the Design Thinking methodology to develop experiences in creative ways;
• Proven success in influencing senior leaders to change ways of working and adopt more customer centric decision making, creating awareness and advocacy for the customer and work you do;
• Experience delivering multi-channel designs or solutions across large-scale programs and businesses;
• Ability to lead on the design and implementation of experiences across human and digital channels;
• Experienced in facilitating end-to-end collaborative design sessions, including with large and/or senior audiences;
• A genuine and relentless passion for creating customer-centric solutions that are also commercially viable and differentiating;
• 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 and stakeholders;
• Ability to work with senior stakeholders to influence and agree strategic direction and ensure support in executing;
• Ability to coach, guide and mentor junior members of the team and others new to Service Design in order to continue to build a world-class team;
• A degree or equivalent in human-centred design, psychology, research, engineering or a similar background.