As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay, support when you return to work, and a contributory pension scheme with a generous employer contribution.
We are currently seeking a high-calibre professional to join our team as Senior Customer Strategy Manager in the Customer Strategy pillar within the UK Commercial Banking (UK CMB) Customer team. This role requires a proven ability to structure and solve complex strategic problems independently, construct executive-level presentations, conduct investment-grade analysis, and engage confidently with UK CMB Senior Leadership.
The UK CMB Customer team aims to deliver an exceptional experience for our Commercial Banking clients by placing their needs at the core of our strategy. You will be part of a team that informs strategic decision-making and drives strategic change, challenging the business with critical thinking and innovative insights to improve our operations.
The ideal candidate will combine deep CMB business acumen with analytical rigor to shape medium-to-long-term CMB customer strategies, including customer lifecycle optimization, competitive positioning, and cross-segment collaboration. You will bring structured problem-solving methodologies to translate complex challenges into executable banking solutions.
In this role, you will:
1. Lead UK Customer Strategy projects assessing structural long-term opportunities for CMB leveraging HSBC's capabilities.
2. Collaborate with the Head of Customer Strategy and Head of Customer on strategic initiatives, from problem definition to analysis, recommendation development, and execution planning.
3. Own end-to-end strategy development for priority initiatives such as customer lifecycle optimization, propositions, and cross-segment collaboration.
4. Design and execute complex analyses including market sizing, ROI modeling, and competitor benchmarking to support investment decisions.
5. Develop executive-level materials that clearly articulate strategic choices and trade-offs.
6. Structure data-driven recommendations to inform priorities and improve client segmentation and profitability.
7. Work with proposition, journey owners, frontline, operations, risk, compliance, product, data, and technology teams to ensure effective sharing and management of analysis and data.
8. Promote a positive team culture focused on accountability, learning, and continuous improvement.
9. Identify risks in strategy execution, propose remedial actions, and support HSBC's diversity initiatives.
Additional requirements include:
1. Strategy consulting or in-house corporate strategy experience.
2. Strong problem-solving skills with the ability to prioritize key issues.
3. Well-developed analytical skills to draw insights from complex data sources.
4. Ability to work independently and collaboratively in a small, flat team structure.
5. Good understanding of Commercial Banking from a client, product, and P&L perspective.
6. Comfort in dynamic, high-pressure environments.
7. Proficiency in data analysis tools and MS Office Suite.
8. A track record of delivering results through others.
This is a hybrid role based in London.
HSBC values diversity and inclusion and is committed to creating an inclusive workplace. We provide reasonable accommodations during the recruitment process and support our employees through various resource groups to promote work/life balance.
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