Some careers shine brighter than others.
Something new and exciting is happening at HSBC. We are separating our retail bank from our investment bank and creating HSBC UK, with a brand new state-of-the-art head office in Birmingham. The move is a big step, and will take us one step closer to achieving our ambition to be the bank of choice in the UK.  However, the move to Birmingham doesn’t just represent a new dawn for our business. It’s also an exciting opportunity for ambitious professionals who are keen to get involved in a unique challenge and progress their careers. We’re looking for individuals who are motivated to grow and shape the UK bank, and who will thrive in a flexible working culture within a dynamic and diverse office environment, making the most of what Birmingham has to offer.
The Customer Proposition Manager role is based within Personal Banking Propositions, Retail Banking and Wealth Management.
The role of the Customer Proposition Manager is to manage the portfolio and lead the development and implementation of initiatives for Mass market customers in the UK. This encompasses short, medium and long term deliverables which will drive change to policy, processes and communications to deliver improvements for our customers and people. With the main areas of focus being on portfolio management and proposition development, the role will manage the customer lifecycle including acquisition, engagement, dormancy and retention.
Your responsibilities will include:
  • Developing and driving acquisition strategies for HSBC brand, with a key focus developing Digital Marketing campaigns and solutions.
  • Enhancing our Service Proposition across all channels to drive increased customer satisfaction and brand advocacy.
  • Defining and executing our communications strategy for new and existing customers, meeting their specific needs and responsibly driving customer value.
  • Undertaking customer and market analysis to identify proposition development opportunities within our existing customer base, including product accessibility, channel migration or technology adoption.
  • Designing and implementing HSBC Dormancy and Customer Retention strategies to ensure HSBC can continue to have mutually beneficial relationships with target customers.
Your indirect responsibilities will include:
  • Accountability for the delivery of solutions within agreed timelines and budget constraints.
  • Working with Product Managers and key stakeholders including and not limited to Legal, Compliance, Financial Crime Compliance (CC) and Distribution to ensure propositional enhancements are fit for purpose from commercial, customer experience and regulatory perspectives.
  • Leadership of initiatives through sustained role model behaviours with stakeholders across the business including and not limited to Product, Propositions, Distribution, Change Delivery, Legal, Compliance and Financial Crime Compliance (FCC).
  • Ability to manage numerous work streams simultaneously.
  • Broad understanding of financial models and budgets.




The ideal candidate for this role will have:
  • Experience working in relevant environment/s, i.e. any industry designing and taking to market solutions that make customers lives better
  • Experience working in relevant market/context, i.e. Current Accounts or savings
  • Past working experience in a relevant role, i.e. Proposition Development, Product Management, Marketing and Customer Experience
  • Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers 
  • A track record of delivering significant change which improves business effectiveness in sustainable ways
  • Worked collaboratively with other colleagues, supporting them when possible
  • Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
  • A successful track record of leading significant and complex business programmes, overcoming challenges to consistently meet/exceed objectives
In addition to the details listed above, the ideal candidate will be able to demonstrate the following:
  • strong commercial acumen across both customer and financial metrics with a proven ability to quickly identify the relevant customer solutions.
  • strong planning and communication skills, with an ability to create and sell a story that all colleagues can understand and believe in.
The base location for this role is Edmund Street, Birmingham.
HSBC is 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 are required by the Financial Services (Banking Reform) Act 2013 to create a ring-fenced bank in the UK by 1 January 2019.  Entirely new from the ground up, HSBC UK’s head office is opening in Birmingham. The location of this role will move to our new state of the art offices at 2 Arena Central during 2018.
At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.
Key search words: Customer Value Management, CVM, Propositions, Advance, stakeholder influencing


Job Field

 : Marketing & Customer Propositions

Primary Location

 : Europe-United Kingdom-West Midlands-Birmingham


 : Full-time 


 : Day Job

Type of Vacancy : Country vacancy
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