Experience Design Practice Lead

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 seeking a highly experienced, practical and visionary Head of Experience Design Practice to be an essential part of one of the highest-impact design teams in our organisation. This is a unique opportunity to help lead, shape and define the future of digital banking and deliver better experiences and improved outcomes for millions of customers across the UK, from retail banking, to savings, wealth, and insurance.

You will be a key part of an integrated strategic design capability, made up of insight-driven Proposition, Service, Behavioural, Product and Content design, tasked with driving exceptional experiences and better outcomes for HSBC’s customers.

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:

• Lead on both strategic and tactical delivery – with input and perspective across Product, Proposition and Service Design, Content Strategy and User Research
• Bring a strong, informed point of view of what great experience design looks like, and the leadership skills to unite a diverse range of practitioners under a shared vision
• Help define and set the overall design vision, ensure quality outputs across disciplines, and drive exceptional customer and business outcomes
• Set the overarching design strategy and direction for both projects and the team. Review, understand and define project and product-specific goals and objectives, in the context of driving business value and meeting customer needs head on
• Define and continuously improve design processes, methodologies, and practices. Help shape and scale our strategic design capability, both within the XD team and across the organisation, embedding design thinking and best practices, and enabling better outcomes
• Promote a positive and collaborative design culture that values customer-centricity, quality, innovation, and continuous learning (within the XD team and wider organisation, including other design teams)
• Continuously evaluate design tools, including opportunities to leverage AI powered tooling (e.g., prototyping tools, user research platforms) wherever practical and possible to optimise XD collaboration, efficiency and impact. Develop, curate and deliver materials to upskill the XD team and onboard new design team members on processes, tools, and best practices

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

• A seasoned design leader with proven experience in Product or Service Design, ideally in a large regulated organisation, agency or consultancy environment
• Proven track record of leading multidisciplinary teams on complex, high-profile design projects, from initial scoping to final recommendations
• Strong craft background in at least one discipline (Experience, Product & Service Design, Content, Research) with fluency across all
• Deep understanding of design thinking, agile delivery, and the end-to-end design delivery process
• Strong portfolio that demonstrates leadership and delivery of large-scale, impactful design work

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:

Email: [email protected]

Telephone: +44 207 832 8500