Job Description

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Purpose of the role

Define, design, and mobilise the bank’s multichannel strategy to ensure an optimal, future-fit distribution footprint—maintaining a relevant physical presence in the geographies and catchment areas where it creates the greatest customer and commercial value—while improving the efficiency, simplicity, and profitability of traditional channels (branches and contact centres) and accelerating adoption of digital and self-service channels (mobile app, web, ATMs, and deposit machines).

This role leads cross-functional collaboration to shape and embed differentiated service models by segment and location, integrating end-to-end customer journeys across physical and digital touchpoints to strengthen relationships, increase satisfaction and engagement, and drive sustainable cost optimisation through customer digitalisation and transaction migration towards lower-cost channels—without compromising service quality, accessibility, or regulatory requirements.

Main Activities

• Define and govern the end-to-end multichannel strategy: Develop and maintain the vision, principles and short/mid/long term roadmap aligned to growth, efficiency, customer experience (CX), risk and compliance, and establish the governance model, tracking cadence and initiative prioritisation criteria.
• Design and optimise the physical footprint (branches, ATMs, CDMs and retail partners): Co-define the optimal geographic coverage and format based on demand, business potential, segmentation, competition and accessibility, and co-drive openings, relocations, closures or transformations supported by business cases and customer transition plans.
• Define service models by segment and location Co-design differentiated service models (advisory vs transactional, lite branches, hubs, remote service), and define roles across branch, contact centre and digital, including SLAs and customer-and-sales routing rules.
• Orchestrate cross-channel customer experience improvement Design integrated journeys (onboarding, servicing, sales and after-sales) with seamless handovers across channels, simplifying processes and removing friction and operational rework.
• Drive channel efficiency and customer migration: Increase adoption of lower-cost digital and self-service channels while optimising assisted channels, set migration targets by transaction type, and ensure accessible alternatives for vulnerable or non-digital customers.
• Align stakeholders and ensure execution: Coordinate key teams across Business, Technology, Operations, Data, Marketing, Product, Risk/Compliance and Channels to deliver key initiatives, managing dependencies, risks and frontline adoption across branches and contact centres.
• Influence cross-functional execution and governance: Mobilise business, operations, technology and channel teams to deliver strategic initiatives through effective governance, senior stakeholder management and executive-level influence.
• Build a high-performing strategy team and a data-driven culture: Develop a team capable of translating customer insights and business data into actionable decisions and plans, and embed an evidence-based approach to prioritisation and performance management.

The role holder needs to have knowledge and experience in the following areas:

Technical and Functional Expertise

• Channel strategy, customer journey design, and customer experience management.
• Banking operational processes across branches, contact centers, and digital channels.
• Transaction migration models and operational efficiency frameworks.
• Financial and customer experience KPI design and interpretation.
• Customer-centered design, agile methodologies, and data-driven decision-making.
• Knowledge of local regulations (CNBV, Banxico) and banking control standards.

Experience

• Minimum 8 years in banking, consulting, or fintech roles related to transformation, channels, or digital strategy.
• Proven track record leading multidisciplinary teams.
• Demonstrated experience in large-scale channel optimization or digital transformation programs.

Qualifications

• Bachelor’s degree in Business Administration, Economics, Engineering, Marketing, or related fields.
• Master’s degree preferred in Business, Digital Transformation, or Strategy.
• Certifications in Agile / Scrum / Design Thinking / CX Strategy (preferred).
• Advanced English (able to present and negotiate with regional or global stakeholders).

At HSBC we are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect.

HSBC employees act by showing integrity with courage, standing firm in what is right. We are trustworthy, we show different ideas and cultures and we are connected with customers, the community, regulators and each other.

At HSBC we are focused on guaranteeing gender equality and constant training for our employees, as well as protecting their labor and social rights.

“At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care”