Job Description

Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Commercial Office.

Ready to shape HSBC’s AI-enabled design vision across brands and channels?

Why HSBC

HSBC is one of the largest banking and financial services organisations in the world. Guided by our purpose of opening up a world of opportunity, our ambition is to become the world’s most trusted bank globally, putting customers at the heart of everything we do.

The Role

Reporting to the Global Head of Digital and CX, the Global Head of Design sets the vision and direction for design across HSBC IWPB and its brands to enable world-class customer and colleague experiences across all channels. The role oversees a blended, multi-disciplinary design capability spanning product, UI, service design, research and creative technology. A core focus is evolving this capability for an AI-enabled future where human-centred design and data-informed decisioning come together with responsible AI to create simple trusted and inclusive experiences at scale. Success means clearer measurable experience outcomes linked to customer and business value including NPS, digital adoption, time-to-resolution and accessibility scores. The role partners closely with Data/AI, Engineering, Risk, Compliance and Legal to embed Responsible AI by design. It also modernises operating models and ways of working so design is integrated end-to-end from strategy through to shipped outcomes.

What you'll be doing

• Define and communicate an outcome-led design vision aligned to the customer experience strategy and the Bank of the Future
• Set an enterprise-wide design strategy that includes AI-enabled experience design, personalisation, automation and new interaction paradigms including conversational, agentic and multimodal
• Establish measurable experience outcomes including NPS, digital adoption, time-to-resolution and accessibility scores and connect design activity to customer and business value
• Oversee adoption of AI across the design lifecycle from discovery and ideation through prototyping, content, testing and design QA while protecting safety and trust
• Partner with Data/AI, Engineering, Risk, Compliance and Legal to embed Responsible AI by design including fairness, explainability, human oversight, security, privacy and auditability
• Define standards and patterns for AI experiences including conversation design and prompt standards, human-in-the-loop escalation principles and clear transparency and user control
• Build and develop a global design team across regions and value streams and strengthen craft, coaching and inclusive ways of working
• Evolve design operations and governance including design systems, research operations, content standards, tooling, measurement and capability building

What we're looking for

• Demonstrate senior leadership of large cross-functional multi-geography design organisations including design strategy and modern operating models
• Bring deep expertise across product and service design with clear judgement on where AI should augment work and where it should not
• Show experience designing digital products and services that incorporate AI capabilities such as conversational interfaces and generative UI ideally within regulated environments
• Apply responsible design principles with working knowledge of AI risk areas including bias, hallucination or unsafe outputs, privacy, model drift and misuse
• Influence senior stakeholders and deliver change across complex matrix organisations
• Communicate complex topics clearly to support decisions, narratives and measurable outcomes
• Build inclusive culture and develop design leaders across regions and disciplines
• Work effectively across ambiguity and pace and operate across time zones with periodic travel

Shaping Responsible AI Experiences

This is a rare opportunity to set how design shows up across HSBC at global scale - and to define how AI-enabled experiences earn trust through clarity, control and safety. The role connects strategy, operating model and hands-on design standards so teams can deliver measurable improvements in experience outcomes. It also sits at the intersection of design, Data/AI, Engineering and risk partners to embed Responsible AI by design in everyday delivery. If you want to create simple inclusive experiences across channels and help shape the Bank of the Future we’d like to hear from you.