Head of Digital Channel

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Head of Digital Channel; first direct

The Head of Digital Channel first direct plays a key role in delivering a brilliant, personalized, and meaningful experience to first direct 's prospects and customers. You will take the lead on day-to-day management, optimization and commercialization of the digital experience for first direct. This role reports into the Head of Digital as a Channel UK (GCB3).

As HSBC is a complex matrix organisation and many departments may not be accustomed to agile ways of working, a large portion of this role's responsibility will include working with colleagues across Product Teams, Analytics, Data, Customer Value Management (CVM), Marketing, Risk, Compliance and other departments in order to enable the delivery of digital led customer propositions and also ensure alignment within RBWM Digital, first direct, and the rest of UK RBWM.

The Head of Digital Channel first direct is a critical position and a key enabler in our overall success.

Your responsibilities will include:

* Planning and delivering the route to building a personal and relevant customer experience for first direct customers that will be at the heart of our customer value proposition and commercial outcomes

* This role is key for ensuring the first direct is hitting its digital sales numbers and delivering business targets

* Establish an organisational and operating model for delivering and optimising the communication across our markets in alignment/partnership with Technology/Data/Marketing and defining the market structure and geographic business leads - and then build and support the relevant teams

* Drive a material part of the commercial performance for HSBC's $20b Retail and Wealth Management business

* Leading the overall strategy for hitting digital sales as well as finding opportunities and building a plan to optimise the engagement on the digital channel through various messaging media using data available.

To be successful in this role, you will need:

* Experience working within Digital, with a specialism in one area

* Validated experience of owning the delivery of an excellent customer service and enthusiastically look for innovative ways to improve the service delivered to

* A track record of delivering significant change which improves business effectiveness in sustainable ways

* Excellent written and spoken communication skills with experience of successfully influencing others, negotiating effectively and winning over audiences with compelling and persuasive presentations

* To have built effective networks both internally and externally and built opportunities for others to work reciprocally

* Dealt effectively with highly complex commercial information and business challenges to craft strategic business plans which effectively deliver results

* A Knowledge of Retail Banking and Wealth Management would be desirable, but not essential

The base location of this role will be Stourton, Leeds.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies