Head of Product and Journey Development

We’re looking for a dynamic Head of Product & Journey Development to lead the development of products and customer journeys across our unsecured lending, current accounts, FX and Payments businesses for our three marque brands in the U.K., namely HSBC, First Direct, and M&S Bank. The customer is at the heart of everything we do in HSBC and if that is your passion and you thrive on driving innovation, leading high-performing teams, and delivering commercial outcomes, the right way, then this is your opportunity to make a real impact.

Role Purpose

The successful candidate will report to the CEO of M&S Bank and Head of Retail Transactional Banking & Unsecured Lending for HSBC U.K., sitting on the leadership team of that business, which generates several billion GBP in annual revenue. This is a pivotal role at the heart of the business, with a major impact for our customers across all product lines and brands. The individual will lead the end-to-end development of market leading products and customer journeys, ensuring they support excellent customer outcomes, being easy to use, digitally enabled, aligned to customer needs and business growth priorities and of course, compliant with regualtion. You’ll drive product strategy, delivery, and commercial outcomes, working cross-functionally to deliver value for customers and sustainable growth for the business.

Key Accountabilities

• Own and deliver a compelling proposition development strategy across products and brands, identifying opportunities for growth, simplification, and customer experience improvement.
• Lead the design, build, and launch of new products and major enhancements, from concept to delivery.
• Use market insights, customer feedback, competitor benchmarking, and data analysis to inform decisions.
• Ensure robust governance, risk management, and compliance with regulatory and product governance frameworks.
• Embed customer research and insight into product design and continuous improvement.
• Drive strong execution discipline across Technology, Operations, Legal, Compliance, Risk, and Finance.
• Foster inclusion, accessibility, and fair outcomes in all products and journeys.
• Provide inspirational leadership, building and maintaining a high-performing, engaged team in line with HSBC’s leadership principles.
• Champion an inclusive culture and build capability in agile, customer-led product development.

To Be Successful in This Role, You Will Need:

• Deep expertise in retail product and journey development, with a track record of leading large teams to deliver across customer, commercial, and conduct outcomes.
• Experience setting strategic direction, galvanising stakeholders, and delivering results in a matrix environment.
• Strong leadership skills and the ability to coach and develop future senior leaders. We believe that 'Great Leaders Build Better Leaders'.
• Expert understanding of commercial drivers for unsecured lending products and credit risk as well as for a range of transactional banking products
• Excellent knowledge of current and future regulatory environments.
• Experience building effective networks and trusted relationships across business areas and with external partners.
• Ability to prioritise and say no to non-priority work.
• Ability to present complex issues confidently and concisely to executives, non-executives, and regulators.
• Flexibility and resilience to adapt to rapidly changing priorities and high-pressure situations.
• Ability to influence strategic third parties at a senior level.

Ready to lead the way in retail banking? Apply now and help us deliver exceptional products and experiences for over 14 million customers.

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:

Email: [email protected]

Telephone: +44 207 832 8500