Head of Customer Journeys, Payments

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We're one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We're currently seeking an experienced professional to join our team in the role of Head of Customer Journeys, Payments.

The UK Payments market is a vital component of the economy. It is central to our customers, making up the majority of interactions a customer has with their bank. Additionally, the National Payments Vision sets out an ambitious roadmap to re-establish the UK as a global leader within the payments market through new infrastructure and the growth of digital assets and currencies. Within this context, your role will be pivotal to our UK Retail & Wealth ambition to truly 'excel in payments'.

You'll lead a team to own and optimise end-to-end payment experiences for all payment types (e.g., faster payments, international payments, and card transactions), driving improvements in customer outcomes, complaint reduction, and operational excellence, while ensuring we remain a leader in the rapidly evolving UK payments landscape. You'll also provide strategic leadership, foster cross-functional collaboration, and champion conduct and inclusivity across our organisation.

As an HSBC employee in the UK, you'll 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'll:

• Provide leadership that aligns with our strategic goals, driving strong team engagement and ensuring everyone is working towards a shared vision
• Act as a senior leader by exemplifying our leadership principles and fostering complete alignment with our culture and values
• Establish and maintain a high-performing team capable of articulating strategy, translating vision into action, and delivering tangible results
• Ensure robust talent and succession planning, while cultivating an inclusive environment that reflects and promotes our brand
• Work collaboratively across the matrix to build capability, progress objectives, and maintain focus on key outcomes
• Proactively manage relationships with industry bodies (e.g., BOE, UK Finance, Visa, MasterCard), engage with external organisations to understand market trends, and identify opportunities for continuous improvement

To be successful in this role you should meet the following requirements:

• Must have proven leadership within cards/payments. Able to lead teams to deliver across customer, commercial, and conduct objectives, driving end-to-end journey management
• Deeply understands customer needs and leverages this insight to create world-class, cross-channel experiences that customers love
• Can set organisational strategy, galvanises stakeholders beyond direct reports, and delivers results across matrix structures
• Strong grasp of current and emerging regulatory requirements, ensuring compliance and future readiness
• Can build trusted networks across business areas, fostering mutual trust and encouraging collaborative working
• Able to present complex issues confidently to diverse audiences, adapts to rapidly changing priorities, and excels under pressure

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.