Digital Platforms and Channels Transformation Leader
hace 1 semana
We are seeking an experienced professional to lead the transformation of our digital platforms and channels in WPB Mexico. This is a key leadership role that will enable customer-led growth through a multichannel approach, driving intuitive and simple journeys across various channels.
Main Responsibilities- Develop and implement a digital platforms strategy that exceeds customer needs and ensures daily services meet high standards.
- Create a multichannel strategy to deliver best-in-class experiences across channels, with a relentless focus on customer satisfaction and consideration of transaction migration priorities.
- Design and deliver simple and intuitive end-to-end channel journeys/functionalities (Digital, Contact Centre, ATMs, and retail partners) with consistent, compliant, and high-quality experiences.
- Identify and drive implementation of solutions ranging from simple to complex, ensuring quality of interactions in all channels.
- Fluency in Spanish and English.
- Bachelor's degree or equivalent, with experience in a global organisation in financial industries, working across cultures.
- Strong desire and capability to learn and adapt, and demonstrated business knowledge.
- Strong knowledge of product management and technology delivery.
- Strong understanding of Digital Market environment and experience on Digital platforms.
- Excellent customer-centric mindset, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of experience.
- Understanding of customer needs and trends, combined with an inquisitive mind and passion for thinking about future needs.
- Strong grasp of customer journey or process mapping.
- Excellent interpersonal skills to develop a good working relationship with team members and stakeholders.
- Experience in roles which have required strong internal and external stakeholder management, effective teamwork and collaboration in a complex organisation, as well as managing teams in an ambiguous environment.
- Experience in managing large teams.
- Ability to manage and mitigate operational risk effectively.
- Strong managerial, communications, organizational, analytical, interpersonal, and leadership skills.
- Knowledge of the external environment - regulatory, political, competitor, and market.
At HSBC, we value diversity, equity, and inclusion. We strive to create a culture where all employees and customers feel valued regardless of their background. We believe in acting with integrity, courage, and trustworthiness. Our mission is to connect customers, communities, regulators, and each other.
Salary Range:$80,000-$120,000 per year based on location and experience.
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