Head Of Personal Banking Value Proposition

Head of Personal Banking Value Proposition

Role Purpose

Personal Banking Segment is the heart of the Bank, as it represents 90% of the customers. This role purpose is to lead, design and co-create world class, intuitive and memorable experiences for these customers. Our aim is to build the capabilities, focus and expertise needed to deliver our strategy to drive customer centricity, growth, engagement and advocacy – for customers, our employees and our communities. We have the privilege of serving more than 5.5M customers and generating half of the revenue for Retail business in HSBC Mexico.

Head of Personal Banking Proposition is a critical role that will support the delivery of the broader WPB strategy to identify and enable the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation. This role aims to formulate, design and execute Personal banking proposition strategy for future growth and revenue opportunities, enabling HSBC to increase market share and compete, whilst delivering a level of customer and employee advocacy superior to other competitors. Also create a step change in the way we design and create customer Value Propositions, moving away from traditional bank vs customer lead, high cost and slow to market strategies to iterative and innovative processes based on market and customer insights, research data, design thinking, customer co-creation, whilst using partnerships and seed-funding.

Accountabilities and Responsibilities

·         Responsible for continuously deepening our knowledge about our target customers ever evolving needs, articulating customer personas and customer problems to be solved. Accountable for the long-term strategy for the Personal Banking Segment, identifying and enabling the next wave of growth, defend and energise our customer base and to embed customer centricity within the organisation.

·         Takes end-to-end ownership of the segment, coordinating the effort across multiple areas (eg. Product, Segments, Marketing, Channels, Compliance, Technology, Data & Analytics, CLCM, and Operations) to create winning and coherent Value Propositions that delivers on our customer needs and drive business outcomes.

·         Influence the delivery of multi-market capability, and is responsible for the “Go to Market Strategy” for the Personal Banking Segment.

·         Accountable for the achievement of Customer (# of active customers, NTB customers, % Digital, % Primacy, NPS) and Financial ($ revenue per customer) targets.

·         Based on an understanding of the business/customer challenges, inputs into the creation of the business model and associated pricing and profitability model for PB customers.

·         Works in collaboration with the D&A/Customer team to assess and identify key business challenges and opportunities relating to the whole Customer portfolio, digitally active, specifically around; acquisition through onboarding/upgrades, cross selling (Primary Banking) and retention.

·         Responsible for the Payroll Value Offer and the overall Payroll Switching strategy in order to excel in attracting high-quality customers and having a sustainable profitable business through customer primacy.

·         Owner for the overall strategy behind the Assistance Program in HSBC as a key lever for Fee generation and customer engagement

·         Creates a collaborative environment with Global Stakeholders (CLCM, Personal Banking, Financial Education & Sustainability, EBS), in order to create synergies with other markets and take advantage of global features developed for the PB segment.

Knowledge and Experience

·         Senior executive will have extensive experience in customer strategy design and delivery in large scale complex organisations. Ability to engage and inspire on a strategic vision, with demonstrated success in building, selling, and executing on global strategies.

·         Senior executive experience in customer advocacy and a track record of driving a customer centric culture and decision-making in a commercial environment.

·         Track-record of implementing Bold P&L driven initiatives.

·         Proficiency English and Spanish

·         Compelling understanding of retail banking and wealth management product in Mexico.

·         Keep up with trends and emerging business models, reimagining how to generate value to the business. Obsess about how to apply tech and data to solving business problems or finding new opportunities

·         Culturally sensitivity and appreciation of HSBC’s global values and international nature.

·         Demonstrated sound business judgment and timely decision making against a backdrop of conflicting strategic priorities

·         Strong leadership skills and a highly effective communicator with excellent interpersonal skills at a practical operational level as well as a senior level

·         High level of energy and enthusiasm

·         Excellent relationship building and senior stakeholder management skills including an ability to operate in a complex, matrix driven environment.

·         Able to influence, engage and lead in a positive, inspiring manner. Demonstrable resilience and persistence – a ‘can-do’ attitude

“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."