Head of Digital Platforms and Channels Transformation

hace 1 mes

Cuauhtémoc, Chihuahua, México HSBC A tiempo completo

The Head of Digital Platforms and Channels Transformation will be a key leader in enabling customer-led growth in WPB Mexico through a multichannel approach. This role will drive the transformation of intuitive and simple journeys across digital, contact centre, ATMs, and retail partners, while leading efforts to achieve NPS targets.

This senior member of the Direct Channels team in Mexico will be responsible for defining and deploying journey/process improvements, ensuring quality in the delivery of interactions across channels, and driving digital platforms strategy to exceed customer needs.

Main responsibilities include:

• Drive digital platforms strategy to ensure they meet customer needs and maintain high service standards.

• Design a multichannel strategy to deliver a best-in-class experience across channels, with a customer-centric focus and consideration for transaction migration priorities.

• Deliver simple and intuitive end-to-end channel journeys/functionalities, with consistent, compliant, and high-quality experiences.

• Identify and implement solutions ranging from simple to complex, ensuring quality of interactions in all channels.

This role requires extensive collaboration with other areas within WPB and with HOST and the second line of defence, both locally and globally.

Requirements:

The role holder must have knowledge and experience in the following areas:

• 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 knowledge 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, organisational, analytical, interpersonal, and leadership skills

• Knowledge of the external environment - regulatory, political, competitor, and market

In addition, other nice-to-have knowledge and experience include:

• 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 Centre, or other channels

At HSBC, 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. HSBC 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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