Digital Project Manager

Digital Project Manager | Experience Design Team | HSBC

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Some roles have greater impact than others.

Make a difference.

If you’re looking for a role that will help you stand out and make a difference, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, this role offers opportunities, support and rewards that will take you further.

Come and join a new Experience Design Team (EXD), focused on designing and delivering the next-generation banking experience for all our customers. We’re seeking a highly capable, enthusiastic and experienced Project Manager to be an essential part of one of the most high-impact teams in our organisation. This is a unique opportunity to help support, 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 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 customers. You will partner and collaborate closely with business, product, and engineering teams, elevate our design vision, and help embed a design-led culture of creativity, quality, and innovation.

About The Role:

The EXD Project Manager is a hands-on delivery-focused role, responsible for defining project scope, developing plans, supporting and coordinating team activities, and managing delivery against specific project goals, on a diverse range of financial products and services.

You’ll work closely with service, product, proposition and design leadership, as well as cross-functional partners, and other designers on the team to define and articulate a range of new future-state products, propositions, services and experiences. This role has additional responsibilities including supporting the growth, development and impact of the EXD team and promoting an insight-driven, design-led culture across the business.

• Build and manage collaborative relationships with business teams, senior management, external partners and the EXD team to facilitate and enable communication, understanding, cooperation and smooth, effective engagement between all parties.
• Understand all project and product-specific goals and objectives, in the context of driving business value and meeting customer needs head on.
• Foster high-performance and exceptional quality, enabling a culture of collaboration, innovation, and excellence in delivery across projects.
• Be responsible for facilitating, creating and maintaining project timing plans from pre brief to final delivery - with input from practise leads, business teams and partners as required
• Develop and manage delivery schedules on multiple (practise-led) work streams, across the end-to-end design lifecycle, from initial discovery to final handover and transition to business/development teams, tracking all agreed scope, timings and budget as required.
• Ensure documentation, design artefacts and agreed outcomes are kept up to date throughout the project life cycle.
• Plan, facilitate, enable and co-design workshops and other activities with input from practise leads, business teams and partners as required.
• Ability to manage unforeseen challenges effectively and make well-informed decisions under pressure, while maintaining project momentum.
• Manage stakeholders in complex environments, ensure they stay informed of progress and challenges, as needed, and bring them on the user-centred design journey.
• Give and solicit feedback from others in the team to continually improve quality and understanding.
• Raise issues or opportunities to improve solutions, outcomes, process and quality as needed.
• Actively lead, define and facilitate design reviews, project rituals (e.g. agile planning, standups, retros etc.) and collaboration, team playbacks and continuous improvement within the team.

Qualifications & Experience:

• 4-6+ years of experience in program or project management in complex, matrix organisations.
• A natural facilitator and an organised, outcome focused, strategic systems thinker.
• A demonstrable experience of working in an Agile experience design environment with a contextual, real-world understanding of design-thinking frameworks, user-centred research, service, product and content design. Knowledge of common experience Design techniques, frameworks and interdependencies in complex organisations
• Solid understanding of PRINCE2 and/or Agile methodologies, with comfort in developing structured project plans.
• A great problem solver who strives to look beyond the symptoms to uncover and fix problems as they arise.
• Comfort working cross-functionally across business, technology, operations and senior leadership teams
• Skilled and experienced with standard productivity and collaboration tools such as Office and Figma.
• Excellent written and verbal communication skills, with the ability to present ideas clearly and persuasively to team members and stakeholders alike.
• A Bachelor's degree in Design, Service Design, Human-Computer Interaction, Systems Thinking, or a related field