Strategic Channels Scrum Master

**Strategic Channels Scrum Master**

**Role purpose**

The way customers interact with us is changing significantly. The Strategic Channels in Wealth and Personal Banking Mexico are key in our aspiration to be the best bank for our customers. Our mission is to deliver a sensational customer experience, achieving our growth targets and succeeding with an efficient operation.

Our Channel Experience team is critical to ensuring we deliver best-in-class experiences to our customers. The Channels Scrum Master is responsible of coordinating a multidisciplinary team that is focused on solving contingencies/incidents presented in the Strategic Channels (Digital, Contact Centre, ATMs and CDMs) and proactively redesigning process to improve customer experience. The team is a non-technical team, that connects with IT incident management teams when required, but mainly works around process analysis, redesign, communication strategies, etc. Coordinating a team from different areas, according to the item to be reviewed, making sure the objectives are covered timely and the dependencies solved and escalated properly if required.

**Principal Accountabilities and Responsibilities**
- Coordinate and ensure that the Scrum team follows the processes that they agreed to follow
- Removes obstacles and distractions that may impede the team from meeting goals
- Connects the team with other stakeholders, that may not be part of the core team, but that participate as SMEs in certain processes.
- Coaches the team members on agile processes, ensures all know their roles, that processed are followed, that there is a sense of ownership and that the team is self-managed.
- Host the ceremonies required by the team to achieve the goals.
- Manages the backlog, together with the product owner, helps to keep it refined and updated.
- Ensure to drive Customer-Centric actions within the team with their corresponding metrics
- Identify projects for partnership along with department leaders and varied key partners.
- Translate some team's work into functionality, features and content.
- Recommend best approaches for implementation of user experience.
- Prepare strategies and implement plans to assist customer-facing self-service.
- Ensure to prioritize User-Centered Design projects, improvements and content as per business priorities as well as Experience Systems.
- Monitor and drive the performance of key metrics to ensure an excellent user experience and deliver on our promise.
- WPBDIGITALMEX

Requirements

**Functional knowledge**
- The jobholder is required to have a developed understanding of current bank strategy
- Have knowledge on WPB products, channels and services
- With preferred experience in Digital and Contact Centre and/or the WPB operations/technical environment.
- Ability to connect the bank’s strategy with the priorities of the team
- The position needs to work in full collaboration with several area of WPB and other support functions as Risk, Fraud, Operations, Products, IT.

**Role requirements**:

- Excellent verbal and written communication skills
- Bachelor's degree or equivalent.
- Fluency in English and Spanish.
- Experience with Agile methodologies
- Strong interpersonal skills and teamwork skills to collaborate with business, IT, marketing and design professionals.
- Analytical and task driven.
- Skills to understand technical aspects of the designs and its integration requirements on apps and web sites.
- Team player with high energy, ability to manage multiple and simultaneous initiatives.
- Performance under pressure.
- Passionate about creating human-centred solutions.
- Understanding of customer needs and trends, combined with an inquisitive passion for thinking about future needs.
- Accustomed to working collaboratively with cross-functional team members.
- Strong desire and capability to learn and adapt, and demonstrated business knowledge.

**Other nice to have knowledge and experience**:

- Scrum Master Certification (desirable)
- Experience with design thinking and customer journey mapping
- Experience in a global organization in financial industries, working across cultures.
- Basic computer programming skills in HTML or JavaScript or other popular programming platforms and languages.
- Knowledge of JIRA/Confluence tools.

We offer direct hiring by the bank, base salary, performance bonus, holiday bonus, life insurance, major medical expenses insurance, credits, discounts on bank products, active participation in sustainability/social responsibility programs, discounts in more than 9,000 establishments and a career plan according to your aspirations.

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 by showing integrity with courage, standing firm in what is right. We are trustworthy, we show differe