Senior Content Designer

Some careers have more impact than others.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. 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.

Wealth and Personal Banking (WPB) helps 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 international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Senior Content Designer.

Principal Responsibilities

Job purpose:

• Together we create intuitive, delightful experiences that go beyond people's expectations as their lives evolve
• Amplify the bank's brand personality through language which is accessible, inclusive and helps customers to make the right financial decisions
• Embed the strategic direction and value of the User Experience Content Design discipline across a value stream
• Manage the demand and responsibilities of Content Designers across a value stream. Embedding research, data and insights, and our guidelines and standards

Roles and responsibilities:

• Design intuitive and customer-friendly journeys in line with strategy to drive engagement and acquisition across web and mobile
• Lead or work with a team of Content Designers in the creation of customer-focused, high-quality Chinese or English content whilst adhering to standards on languages, inclusivity and accessibility
• Ensure effective planning is completed with wider design teams, value streams and local markets to drive stakeholder alignment on overall CX experience using relevant research, data and insights
• Provide training, development and focus on building a thriving Content Design community

Develop a high performing, collaborative and experimental culture, by empowering our people, and demonstrating HSBC values

• Proactively identify opportunities for the content design community to improve performance
• Demonstrate examples of driving own personal development and development of individuals in your team (for people leaders where appropriate)
• Encourage writers to try new things, share best practices and recent achievements for best CX

Drive and execute customer centric experiences through value streams, messaging and optimised journeys

• Demonstrate examples of encouraging and executing improvements to CX
• Informing and educating customers through cross channel experiences
• Commit to addressing customer needs through upholding standards on languages, inclusivity and accessibility

Experiment and continuously evolve our capabilities and ways of working with a focus on operational and CX excellence

• Find, create and promote relevant trainings across our wider team with a view to improve our CX
• Proactively identify and propose opportunities to improve our brand terminology and ways of communicating with our customers
• Implement different initiatives to improve our ways of working for positive CX outcomes

Develop experiences that better address customers' wants and needs using different data references and insights

• Collaborate with wider VS leaders to respond to customer feedback when creating new journeys and prototypes
• Lead and support reviews of competitor propositions when creating new journeys
• Proactively compile data insights and learnings to share with the wider content design team

Amplifying the bank's personality through collaboration with Design, Value Streams and Markets to create the most intuitive, delightful experiences

• Work with Design leads to create journeys that empathise with customers to solve problems and enrich the CX by aligning to the Design Thinking model
• Collaborate with wider VS leaders to manage priorities and plan accordingly
• Educate and communicate with local markets to understand the value of copy, discuss local amendments and document approvals

• Leads a sub-value stream
• Creates, edits and audits Chinese or English copy as required
• Manages escalations
• Encourages and facilitates collaboration with design and product teams
• Supports with attaining sign off from all applicable parties
• Supports Content Designers in tasks and development
• Enforces TOV and style guidelines

You'll achieve more when you join HSBC.

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. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.