Customer Journeys Manager, 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 enthusiastic person to join our team in the role of Customer Journeys Manager, Payments.


We have a bold ambition to truly excel in Payments, and you'll be part of a team at the forefront of that, focusing on making our payment journeys brilliant. You'll be part of a team who will own end-to-end customer journeys and customer outcomes for all payments, including faster payments, international payments, internal transfers, direct debits, standing orders, and card payments.


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:

• Deliver a world-class customer experience, with a particular focus owning existing payments and cards-based payment customer journeys end- to-end and ensuring they are best in class for customers
• Optimise and redesign those journeys across all channels, working across our organisation to ensure customers have joined up experience
• Own the existing payment customer complaints and conduct outcomes for our payment journeys

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

• Strong understanding of cards/payments product management
• Good understanding of customer needs, and proven experience in customer journey ownership
• Proven experience of analysing data and using this to improve customer journeys across all channels
• Proven experience in managing industry engagements
• Strong understanding of current and future regulatory environment relating to payments
• Experience of building effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
• Ability to present complex issues confidently and concisely to internal stakeholders
• Outstanding relationship management, collaboration, and influencing skills

This is a hybrid role and can be based in London, Birmingham, Chester, Leeds, or Sheffield.



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.