CRM Product Owner (first direct)

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

We are currently seeking an experienced professional to join our team in the role of CRM Product Owner (first direct).

Customer Intelligence & Communications sits at the heart of HSBC UK, first direct and M&S Bank, turning data into action. We use advanced analytics and machine learning to deliver the right message to the right customer at the right time, while uncovering opportunities to grow revenue and deepen relationships. From pricing analytics and channel optimisation to campaign effectiveness, we tackle fast-moving business challenges with a data-driven mindset, maximising reach, improving performance, and powering sustainable growth.

You’ll have direct responsibility for developing customer contact strategies for first direct customers, including online digital messages, email and SMS. There is particular focus on the analytics framework that underpins this contact strategy. You’ll help to optimise the sophistication of the communications portfolio, with the aim of deepening the customer relationship through effective personal and relevant messaging.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

• Assist with the development of CRM’s messaging strategies. The messaging will cover a wide range of areas including Unsecured Lending, Savings, Mortgages, Engagement, Distribution
• Determine the analytics framework that will underpin the strategy, using test-and-learn approaches to optimise performance
• Engage with stakeholders in developing a prioritised vision, roadmap and work backlog
• Ensure value and benefit of work is calculated upfront and track value and KPIs for work delivered
• Lead an Agile team in delivery of the vision, setting priorities for each sprint and sharing knowledge and skills across the Product Owner Chapter

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

• Previous experience in a Communications, Analytics or Marketing based role, or Project / Product delivery (essential)
• An understanding of HSBC/first direct products, distribution and commercialisation (essential)
• Some understanding and prior use of CRM / Comms Hub digital messaging decisioning systems
• Prior experience in strategy development relating to customer messaging (essential)
• Strong ability to network with internal and external partners
• Ability to influence within a matrix structure

If you are an HSBC Contractor and wish to apply to this role, click here: Iink

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend, please click this link.

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, socio-economic background 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 contact the Recruiter.

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, socio-economic background 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 via [email protected].