Digital Product Manager - Conversational Banking

Role: Digital Product Owner – Conversational Banking, International Wealth and Premier Banking

Location: London, Canada Square, Canary Wharf – Hybrid – 3 Days P/Week Onsite

Duration: 12 Months – Potential for Extension / Perm Placement

Rate: £555.36 P/Day – Inside IR35 – UMB

3 roles - Chatbot journeys PO, Voicebot journeys PO and PO for designing Future State Architecture Chat platform

Role Purpose

The Conversational Banking, AI & Innovation team is globally accountable for our Chat and Messaging channels that deliver a fantastic customer experience through a combination of AI and human agent support. HSBC is on a mission to build the world’s best banking app, and as part of this we intend to build the world’s best conversational experience through innovating and experimenting with Generative AI solutions.

The role holder will be responsible for building World Class chatbot and voicebot journeys and designing the Future State Architecture Chat platform. Also contributing to adoption of Conversational Banking channels and increasing the level of automation through traditional and generative AI. To be successful the role holder will have a passion to improve customer experiences and drive efficiency through Conversational solutions.

Principal Accountabilities:

• This role holder is accountable for the design, building and running of digital customer experience journeys for conversational banking channels. This involves working with cross-functional teams (composed of analysts, developers, designers, and scrum teams) across different locations operating in a lean agile product development environment.
• The role holder should analyse market and/or user research, feedback, expert opinion and usage data to understand needs and opportunities.
• The role holder should prioritise product requirements and own the product backlog. And should anticipate changes in customer/user needs for agile delivery.
• The role holder should collaborate with Customer and Product value streams to input into the design and build of journeys (including through transactional chatbots)
• The role holder must have an excellent understanding of how Conversational Banking channels can both drive customer satisfaction and reduce cost, and ensure that the procedures/processes used to deliver these are in accordance with Group Standards.
• The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

Qualifications

• To be successful in this role, you should meet the following requirements:
• An entrepreneurial drive, with the ability to deconstruct and solve problems, to investigate drivers and figure out why things happen
• Experience in a global or regional roles, working effectively to deliver targets across diverse cultures.
• Extensive experience with the range of digital product development and deployment activities including identifying opportunities and developing business cases, defining product requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management.
• Consumer financial services industry experience and strong understanding of Digital.
• Experience with chat, messaging and conversational AI products is a strong advantage.
• Strong communication skills for navigating through business requirements, differences of opinion on approach.
• Proven ability to build strong relationships across stakeholder groups.
• Experience in 'rolling up the sleeves' and personally taking charge driving change and impact.