Snr Product manager - Customer Platforms

Job Title: Snr Product manager - Customer Platforms
Wealth and Personal Banking serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative distribution channels.
As the Product Manager - VOC Platforms, you will act as a product owner and expert for our VOC platforms. You will manage and govern the development and utilisation of the platforms such as Medallia and MMX (complaints platfrom). You will support over 15 markets and currently 6000 global platform users with a view to increase utilisation in near future. You will ensure the platforms deliver value to the business and are used effectively. You will work closely with CX specialists and other platform users to understand and deliver their business needs through the platform capabilities. You will manage the relationship with platform suppliers to maximise value to IWPB by driving the implementation and adoption of new functionality and ensuring the rapid and effective response to our required fixes and CRs.
In This Role, You Will
Manage the full product lifecycle to ensure that, over time, the needs of the platform users continue to be met
As platform SME, work closely with Technology, Transformation, D&A and market teams to ensure the VOC platforms change agenda is delivered on time and in budget. Be hands-on and remove delivery blockers through appropriate action and escalation
Operationalise the voice of the customer platform at its full potential across users, securing ROI and value to business and customers
Platform management (BAU)
Manage the integrity of the platforms and all aspects of the of business-as-usual platform operation
Improve platform functionality, eg. Text Analytics evolution, Topic creation, AI, rules, process, triggers, surveys
Monitor the performance of the platform to optimise value to the local and global change agenda
Ensure platforms updates are implemented, assessed and used
Contribute to achievement of objectives and key results across the VOC Product and use data to inform prioritisation and decision making. Maintain a focus on ROI to ensure priorities align to areas of greatest impact
Create and manage a standard process and ways of working to respond to requests for changes
Own the global operationalisation of the customer platforms (e.g. Medallia; Complaints platform)
Provide status reporting regarding project milestones, deliverables, dependencies, risks and issues
Communicate and align with multiple stakeholders across organizational levels and locations
Work creatively and solution-focused, demonstrating collaboration, innovation, and excellence
Establish gaps in platform utilisation and opportunities to create value to business from the platform capabilities
Own the management of training, support materials, product enquiries. Develop and report utilisation KPIs
Own, deliver and report on a program plan to meet HSBC’s needs, maximise value from the customer platforms and maintain the functional and security integrity
3rd party supplier management
Platform development (transformation)
Manage the pipeline of new capabilities, improvements, fixes, and requests from VOC platforms’ users
Prioritise product requirements and own the product backlog; coordinate pilots/launches/training
Keep up with trends and emerging business models, reimagining how to generate value to the business/customers
Work with platform suppliers to influence their development plans, derive value from updates and ensure speedy satisfactory resolution of HSBC requests
Obsess about how to apply technology and data to solving problems or finding new opportunities
To Be Successful You Will
Knowledge & Experience / Qualifications:
Previous experience in implementing and configuring customer platforms (e.g. Medallia, complaints platforms)
Previous experience in creating and managing text analytics rules and topic trees; closed loop alert rules, user roles
Experience in a global roles, with proven experience in working in a cross functional matrix environment
Knowledge in customer experience metrics (e.g. NPS, CSAT, Ease) and customer experience measurement
Data driven analytical approach to problem solving, looking to understand the underlying causes, so that we can build a global solution rather than a series of point solutions
An entrepreneurial drive, with the ability to deconstruct and solve problems
Experience with the range of product development and deployment activities including identifying opportunities and developing business cases, defining product requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management.
Experience of Design Thinking and leading run ahead work to explore new problems or potential ideas, bringing in Design, Analysis, Architecture and Engineering colleagues
Good communication skills for navigating through business requirements, differences of opinion on approach
Proven ability to build strong relationships across stakeholder groups
Excellent understanding of the bank’s risk framework and experience of working with second line of defence: legal, compliance, financial crime (AML & sanctions), fraud, risk
Strong outward focus and grasp of the competitor environment – opportunities, threats, gaps
Demonstrable resilience and persistence – a ‘can-do’ attitude
Hsbc.Com/Careers
You’ll achieve more at HSBC
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”
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Work arrangement
Hybrid