Digital Activation & Engagement Manager

Job description

Some career choices have more impact than others.

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

Our ambition is to become Australia’s #1 International Retail Bank, to focus on the internationalist customer and to build a progressive bank for the future. We are investing in long term growth including expanding our Branch network and digital capability to deliver a premium service to our high net worth customers.

In this role you will drive Digital Activation, engagement and commercialisation across HSBC Australia’s Wealth and Personal Banking customers. Key focus will be growing the number of customers who actively use and transact within the channel and to unlock uncapitalized opportunities in offline channels (in collaboration with Marketing, Product, and Digital delivery teams), driving the performance of adoption and registration funnels (leveraging end to end data driven insights), and driving digital stickiness and adoption across our WPB active customer base.  

Your main responsibilities will include:

• Execution of the digital engagement strategy in alignment with Digital Product, Retail Product and Marketing strategies to drive:
  • Growth of customer accounts registered for online banking (new to bank and existing to bank) 
  • Maximizing adoption and engagement of digital channels across core service and sales journeys/products
  • Growth in products per customers
  • Digital transaction growth including migration of offline activity to online customer retention and profitability in partnership with propositions and customer teams
• Collaborating with the Digital team to drive the commercialization of digital capabilities and digital channel
• Understanding and documenting the current state digital engagement journey customers experience, and finding ways to optimize to drive key KPIs
• Establishing excellent working relationships across Group, Region and within market - (i.e., Product, Marketing, Transformation and Delivery, Other Channels, Legal/Compliance, Operations and Back-office)

Requirements

To be successful in this role, you will need:

Minimum of 4 years’ experience in a digital engagement or commercialization role – financial services preferred. 
Knowledge in customer engagement and communications, digital adoption, and digital servicing funnels
Strong analytical skills and ability to use data to develop and evolve strategic plans
Excellent communications skills
Bachelor’s degree in business, finance, related field or equivalent experience. 
Thorough understanding of the Australian banking market, AUH product propositions

Preference will be given to candidates who hold Australian PR/Citizenship or New Zealand Citizenship, or who can demonstrate current unrestricted work rights in Australia without limitations.

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encouraged.

Learn more about careers at HSBC Australia –  https://www.hsbc.com/careers/where-we-hire/australia

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Australia Limited.  Please note that HSBC will we never communicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels.#LI-HSBCJHE