Job Description

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking a professional to join our team in the role of Senior Client Experience Data Lead.

This is a new leadership role within our London office. The role will drive the Markets and Securities Services (MSS) Operations Client Experience programme, underpinning our ambition to become #1 Bank for Institutional Clients

This is an exciting opportunity to lead the MSS Operations Client Experience agenda, focusing on defining and executing the client experience strategy to measure the end-to-end customer journey and enable business growth.

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 and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will be responsible for:

• Leading the MSS Operations Client Experience agenda within the CIB-wide One CIB Service programme, defining and executing the strategy to improve end-to-end client journeys
• Partnering with Markets & Securities Services, MSS Operations and CIB COO/CCO stakeholders to shape a cohesive MSS strategy and roadmap, balancing quick wins with longer-term strategic operating model change
• Owning client experience performance management and MI, including Client Satisfaction Scorecards and SLA over/under-performance reporting—driving digitisation/automation, tracking a strategic book of work, and ensuring governance, escalation and resolution of issues
• Building the enterprise-wide (CIB) case for change by defining client performance and satisfaction metrics across the end-to-end value chain and driving senior leader governance and sponsorship
• Supporting the Emporium and PRA Trading Controls agenda, including prioritisation and delivery support for regulatory commitments and digitisation using Google Cloud Platform technologies
• Ensuring strong controls and disciplined delivery, including data accuracy and Control Owner sign-off, RACI adherence, appropriate socialisation/approval of strategy materials, and change control processes (including UAT)

To be successful in this role you should have:

• Strong knowledge of Markets and Securities Services products and capabilities
• Strong collaboration and communication skills, with the ability to influence stakeholders to deliver on time and work independently when needed
• Strong data literacy with evidence of experience in data analytics
• Strong awareness of data management and data governance standards, including data privacy laws and regulations
• Highly proficient in Excel

Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Telephone: +44 207 832 8500