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Big Bank Funding. FinTech Thinking.

Our technology teams in the UK work closely with HSBC’s global businesses to help design and build digital services that allow our millions of customers around the world, to bank quickly, simply and securely. We also run and manage our IT infrastructure, data centres and core banking systems that power the world’s leading international bank.

Our multi-disciplined teams include: DevOps engineers, IT architects, front and back end developers, infrastructure specialists, cyber experts, as well as project and programme managers.

Role Description:

The Customer Success Lead is responsible for ensuring CTO customers are achieving their desired outcomes through the use of the bank's technology products and services. This position requires a combination of technical, strategic, and customer-focused skills to ensure the bank's technology products meet the needs of its customers, stakeholders, and the bank's business goals within CTO,

Reporting to the CTO Head of Enablement the role will work to ensure world class technology solutions that enable business success by leading strategy and delivery for Customer Success. The Customer Success Lead for CTO is a critical role that requires a deep understanding of customer needs, technology, and financial services. The ideal candidate will have a passion for customer success, a customer-focused mindset, and a track record of delivering results in a fast-paced, dynamic environment.

Managing a direct team and budget of circa 50 resources, the role will support the outcomes of Vision ‘27 across Speed, Scale & Resilience whilst accelerating the build out and development of a world-class CTO capability that attracts, nurtures and retains talent.

The person in this role will be commercially astute, an excellent communicator and able to partner strongly with executive level business stakeholders (Group General Managers and their teams). They will work with business leaders to define technology strategies, create new solutions and drive a culture of continuous improvement. They will also be partnering with other DBS and IT counterparts, at various executive levels of the organisation including in-country leadership (CEO, COO, CIO).

Responsibilities:

• Develop and execute a comprehensive customer success strategy for the CTO’s technology products and services.

• Collaborate with cross-functional teams, including product management, IT, operations, marketing, and customer service, to ensure seamless customer experience and support.

• Develop and maintain relationships with customers, providing support and guidance throughout the customer lifecycle.

• Monitor customer usage and adoption of technology products, identifying areas for improvement and opportunities for growth.

• Develop and implement customer training and education programs to ensure customers are fully utilizing the CTO’s technology products and services.

• Develop and maintain customer feedback mechanisms to identify customer pain points and areas for improvement.

• Develop and manage customer success metrics, ensuring they align with the bank's overall customer success goals and objectives.

• Lead, manage, and mentor a team of customer success managers, ensuring they have the necessary resources, training, and support to deliver high-quality customer success.

Leadership and Strategy Responsibilities

• Lead the Customer Success team to successful delivery of business outcomes.

• Strong commercial awareness looking for ways to drive down RTB costs through automation, less TOIL and efficient use of Infrastructure.

• Ensure HSBC technologies are standardized and aligned to customer needs.

• Promote the Net Zero strategy for CTO embedding best practices and consistency across the organization.

• Work with Regional CTO leaders to capture regional business requirements whilst ensuring global consistency

• Manage the associated budget, with ongoing focus on personnel, vendor, and capital expenditures.

• Build strong working relationships with Product Lines and business leaders to ensure teams meet expectations and contribute to achievement of business goals.

• Collaborate with CTO Exco business leaders to develop short- and long-term strategic plans.

• Support and facilitate innovative and experimental software development work to test new ideas, within bounded cost and time frames.

• Provide leadership, vision, and direction for the CTO organization.

• Work with product management leadership to design, manage, and/or execute product roadmaps.

Talent Management Responsibilities

• Develop workforce strategy to meet the organization’s current and future needs through developing, hiring, and/or sourcing talent.

• Manage resource allocation across teams to maximise business impact of resources and ensure each team has the skills and capabilities needed to achieve its objectives.

• Manage talent, playing a key role in performance management and compensation processes, role and competency definition, and diversity, equity, and inclusion initiatives.

• Partner with CTO HR to create learning and development opportunities aligned to the organisation’s skill and capability needs, and to provide rewarding career paths for software Enablement staff.

• Recruit and hire talent to address new needs and skill gaps.

• Facilitate collaboration and partnership across teams and stakeholders.

• Build a culture that supports learning, collaboration, transparency, and inclusiveness.

• Manage employee engagement and promote a compelling employee value proposition to retain staff.

Teamwork

• Build and maintain the broad and diverse set of skills required to run the Customer Success team

• Provide strategic direction, leadership, support, guidance and management for the team

• Functional leadership of IT managers and ensure best practices for team management

• Strategic engagement with key 3rd parties and vendors to ensure a strong partnership is established for the strategic benefit of the Bank

• Establish a robust communication and support mechanism across CTO, Technology and Business teams

• Ensure the necessary resources are sourced to support demand

• Ensure there is a strong colleague development framework in place including succession planning, diversity balance, nurturing, coaching, skills development and career progression

Functional Knowledge

• Proven industry experience of running a Customer Success team including processes, technologies, challenges, strategy

• Expertise in Strategy, Business Planning, Governance and Stakeholder Management

• Knowledge of technology and technology trends, and the ability to provide technology consultancy to senior business heads

• Established industry relationships with Executives at large technology vendors

• Experience in planning and managing significant expenditure in a complex organisation

• This role will operate in a global transformation capacity

• This role will require detailed understanding of all business areas across the bank and relevant technology domains

• The role will be responsible for developing thought leadership and best practice, including engagement with vendors / third parties

• Ability to work across cultures and all locations in a complex, matrix organization

Skills & Experience

• Proven experience as a Customer Success Lead in a banking or financial services organization.

• Strong technical knowledge of relevant technologies and DevOps ways of working.

• Excellent leadership and team management skills, with the ability to motivate and inspire teams to achieve their goals.

• Strong communication and interpersonal skills, with the ability to articulate technical concepts to non-technical stakeholders.

• Ability to analyze complex technical and business problems and develop effective solutions.

• Able to manage a variety of senior stakeholder relationships and develop a trusting working relationship with them.

• Demonstrable success in understanding and delivering towards customer needs in large, global, complex organisations.

• Ability to work in an unstructured and changing environment.

• Ability to influence teams to think "outside" the box and look at solutions / approaches outside traditional comfort zones.

• Strong external vendor management skills.

• Good business sense and commercial acumen.

• Strong drive to get things done and work in an environment with many moving parts but still find a way forward.

• Ability to continually question and reduce costs.

• Excellent people management skills.

• Leading and directing executive and non-executive work groups and effecting change through people.

• Managing operational functions, directing process re-engineering and efficiency exercises.

• Strong ability to balance risks vs rewards and maximizing the cost effectiveness and profitability for the business.

• Strong people leadership, teamwork, gathering information and analysing, judgment and decision making, communication competencies

• Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe

• Excellent communication, leadership, and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and customers.

• Proven track record of developing and launching successful technology products and services.

• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

• Knowledge of Agile methodologies and project management frameworks.

• Familiarity with emerging technologies and industry trends.

The role will be based in Sheffield but some travel may be required. This role supports Hybrid working

Come Power a Business that Defines How to Power the World

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you