Head of Conversational Banking, AI and Innovation, HSBC

HSBC

Location:
Hong Kong, Central

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

Not provided

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Job offer has expired

Job Description:

The role involves driving innovation, leading conversational AI strategies, and delivering customer and business outcomes with cutting-edge digital solutions. It also tasks the individual with establishing a shared vision for conversational banking advancements, implementing generative AI pilots, and managing relationships with FinTech and BigTech partners, all while contributing to HSBC's ambition of building the world's best conversational banking experience.

Job Responsibility:

End-to-end accountability for Conversational AI vision, strategy and execution to deliver business and customer outcomes across UK, HK and IWPB
AI Flagships lead for customer-facing GenAI initiatives and pilots
Defining the strategic evolution from traditional FAQ chatbots into GenAI Agents
Product Ownership of all Chat and Chatbot capabilities
Leadership of a matrix of different channel and functional stakeholders to optimise and drive Conversational Banking OKR performance across IWPB markets
Defining global operational best practice and toolkits for Chatbot development
Challenging the status quo and sponsoring Conversational alternatives to the traditional digital customer experience
Collaborate across markets, segments and value streams to build requirements and to implement and optimise conversational journeys
Work with Markets and Conversational Studio teams to improve performance of key chatbot metrics through playbooks and performance management
Partner with Data & Analytics to test and implement new AI solutions
Provide technical requirements to Technology teams to iteratively improve existing chatbots and design and implement Agents of the future
Create a shared vision for best-in-class Conversational Banking metrics in partnership with Head of Digital & CX to support CCO objectives
Collaborate with Head of Contact Centre on transformation and cost reduction
Leadership of offshore Conversational Studio chatbot centre of excellence
Collaborates with key stakeholders across a matrixed organization to identify operational efficiencies
Ability to lead & influence at senior leadership level and across the organization
Lead a team of high performing Digital Product Managers within direct team
Relationship management of strategic partners (BigTech & FinTech) to co-create and scale innovative AI experiences and solutions

Requirements:

Deep experience in customer-facing Conversational AI and GenAI products, ideally within a banking or Fintech environment
Proven experience in product management, working with cross functional teams in an agile development process
Demonstrable experience of shaping and delivering multimillion dollar transformation programmes
Ability to drive innovation and take products from 0-to-1
Strong consulting and collaborative problem-solving skills
Ability to set clear strategic direction, aligned with Markets, Customer Segments, and Physical Channels
Strong leadership, influencing and interpersonal skills, driven and resilient
Proven track record of delivering business performance in a global role
Experience in 'rolling up the sleeves' and personally taking charge driving change and impact

What we offer:

Continuous professional development
Flexible working
Opportunities to grow within an inclusive and diverse environment

Additional Information:

Job Posted:
July 19, 2025

Expiration:
August 01, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Head of Conversational Banking, AI and Innovation

HSBC

Location:Hong Kong, Central

Category:IT - Software Development

Contract Type:Employment contract