Head of Digital Acquisition and Adoption Puesto Head of Digital Acquisition and Adoption Head of Digital Acquisition and Adoption Role Purpose. The way customers interact with us is changing significantly. The Strategic Channels in Wealth and Personal Banking Mexico are key in our aspiration to be the best bank for our customers. Our mission is to deliver a sensational customer experience, achieving our growth targets and succeeding with an efficient operation. Within our Strategic Channels, Digital is an essential pillar. The digital solutions we are creating will influence the banking behavior of our customers. Such an exciting challenge comes with a truly unique career opportunity:
working alongside a growing team of experts from world-leading technology companies to embed digital into the heart of the bank. The Head of Acquisition & Adoption is critical toenable the customer growth and omni-channel engagement strategy, with significant global and cross-business impact. Its an opportunity to shape, deliver and embed change, working with senior stakeholders across all areas of Wealth and Personal Banking. Main activities:
Responsible for the Strategy and Execution of Customer Acquisition through Digital Channels, alongside with other stakeholders from Value Propositions, Clients, Products, Data and Analytics and Digital Marketing Teams Setup and enable the proper Agile Ways of Working to deliver the customer growth expected outcomes Manage the Digital Acquisition process with an end-to-end vision, from pre-funnel, funnel and post-funnel phases in order to be able to make recommendations for improving processes, optimize digital journeys and adjust value propositions for acquiring customers digitally Responsible for Customers Digital Adoption and Engagement (Mobile, Online, others digital channels) Build strong relationships with different HSBC stakeholder teams (Customers, Products, Branch Network, Payroll, HHRR, other channels) to foster a Digital Culture and promote/champion externally/internally the use and adoption of our Digital Channels Accountable for the main Strategic Channels Outcomes and KPIs with a strong focus on Mobile First (digital customer base, digital active customer base, new to bank digital active customer base) Responsible for the transaction migration to Strategic Channels, working with other stakeholders topromote usage and adoption of channels Requirements:
Experience Role requirements:
Fluency in Spanish and English Bachelor's degree or equivalent, with experience Digital Acquisition /Onboarding and Digital Adoption roles; preferable in financialindustries (traditional, non-traditional), Fintechs, Insurtech, e-Commerce Desirable experience working with global companies, working across multiple cultures and geographies Experience of leading a complex business unit with accountability on Customer Acquisition (Digitally) and Digital Adoption Strong desire and capability to learn and adapt, and demonstrated business knowledge, Excellent customer-centric mindset, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of experience, Understanding of customer needs and trends, combined with an inquisitive mind and passion for thinking about future needs, Strong grasp of customer journey or process mapping, Excellent interpersonal skills to develop a good working relationship with team members and stakeholders, Experience in roles which have required strong internal and external stakeholder management, effective teamwork and collaboration in a complex organisation, as well as managing teams in an ambiguous environment, Ability to manage and mitigate operational risk effectively, Knowledge of the external environment regulatory, political, competitor and market. Nice to have knowledge and experience:
Master in Business Administration or equivalent degree Business experience in a variety of roles (Wealth and Personal Banking) centred on delivery of high quality customer service Knowledge and experience on design thinking and customer journey Experience with Agile methodology Requirements:
Abilities Strong managerial Communications Organizational Analytical Interpersonal and leadership skills HSBC is committed to building a culture where all employees are valued, respected and where their opinions count. We want to build a culture where our employees are comfortable in bringing their whole self to work, regardless of gender, age, sexuality, ethnicity, disability, religious belief, background, and any other aspect of personal difference. At HSBC we are oriented towards guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights. We want you to be part of our team. Know what is like to work with us