Global Head of Conversational Banking

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

We are currently seeking an experienced individual to join our team as Head of Conversational Banking, AI & Innovation. This Global WPB role will be a key member of the Digital & CX team, this role will collaborate with the leaders of Digital Platforms, Digital Commercialisation, Design and CX teams to accelerate digital transformation as a key priority for HSBC Group.

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 growing customer adoption of Conversational Banking channels and increasing the level of automation through traditional and generative AI. They will have end-to-end responsibility from strategy through to delivery and collaborate with leaders from Physical Channels and Segment teams to identify opportunities to deflect interactions and increase engagement.

To be successful the role holder will have a passion to improve customer experiences and drive efficiency through Conversational solutions. The role requires to work collaboratively across a range of teams both within the Digital & CX team.

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.

In this role you will:

• End-to-end accountability for Conversational AI vision, strategy and execution to deliver business and customer outcomes across UK, HK and IWPB
• AI Flagships lead for customer-facing GenAI initiatives and pilots
• Defining the strategic evolution from traditional FAQ chatbots into GenAI Agents
• Product Ownership of all Chat and Chatbot capabilities
• Cross-functional value stream leadership of business, product, data, and tech teams to deliver market-leading digital and AI-enabled customer experiences at scale
• Leadership of offshore Conversational Studio chatbot centre of excellence
• Collaborates with key stakeholders across a matrixed organization to identify operational efficiencies.
• Ability to lead & influence at senior leadership level and across the organization

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

• Deep experience in customer-facing Conversational AI and GenAI products, ideally within a banking or Fintech environment
• Proven experience in product management, working with cross functional teams in an agile development process.
• Demonstrable experience of shaping and delivering multimillion dollar transformation programmes
• Ability to drive innovation and take products from 0-to-1
• Strong consulting and collaborative problem-solving skills
• Ability to set clear strategic direction, aligned with Markets, Customer Segments, and Physical Channels
• Strong leadership, influencing and interpersonal skills, driven and resilient
• Proven track record of delivering business performance in a global role
• Experience in 'rolling up the sleeves' and personally taking charge driving change and impact

This role is based in London and will be a full-time hybrid role

Opening up a world of opportunity

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 207 832 8500.