Digital Transformation Leader

hace 11 horas

Xico, México Hsbc A tiempo completo
Job Description

We are seeking a highly skilled and experienced professional to lead our digital transformation efforts in Mexico. As the Head of Digital Platforms and Channel Transformation, you will be responsible for driving the development and implementation of our digital strategy, ensuring that it meets the evolving needs of our customers.

Main Responsibilities:

  • Develop and execute a comprehensive digital strategy that aligns with our business objectives and customer needs.
  • Lead the design and implementation of intuitive and simple channel journeys, ensuring a consistent and high-quality experience across all touchpoints.
  • Collaborate with cross-functional teams to identify and drive the implementation of solutions that meet customer needs and exceed expectations.
  • Ensure the quality of interactions in all channels, with a focus on continuous improvement and customer satisfaction.

Requirements:

  • Fluency in Spanish and English.
  • Bachelor's degree or equivalent, with experience in a global organization in financial industries, working across cultures.
  • Strong desire and capability to learn and adapt, with demonstrated business knowledge.
  • Strong knowledge of product management and technology delivery, as well as 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, with 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 organization, as well as managing teams in an ambiguous environment.
  • Ability to manage and mitigate operational risk effectively, with strong managerial, communications, organizational, analytical, interpersonal and leadership skills.
  • Knowledge of the external environment - regulatory, political, competitor and market.

Nice to Have:

  • Master in Business Administration or equivalent degree.
  • Business experience in a variety of roles (WPB) centred on delivery of high quality customer service.
  • Knowledge and experience on design thinking and customer journey.
  • Experience with Agile methodology.
  • Experience of leading a complex business unit with accountability for a P&L.
  • Knowledge of HOST - functionally, operationally and financially.
  • Experience in ATMs, Contact Center or other channels.

We are an equal opportunities employer and welcome applications from all qualified candidates. We are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect. Our employees act with integrity, with courage, standing firm for what is right. We are trustworthy, open to different ideas and cultures, and connected to customers, the community, regulators, and each other.

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