Duration: 6 months
Salary: HKD90K per month (depending on experience)
Role Purpose:
The Conversational Banking, AI & Innovation team is globally accountable for our Chat and Messaging channels that deliver a fantastic customer experience through a combination of AI and human agent support. We are on a mission to build the world's best banking app, and as part of this we intend to build the world's best conversational experience through innovating and experimenting with Generative AI solutions.
The role holder will be responsible for adopting the Future State AI bot solutions (chat and voice) and growing customer adoption of Conversational Banking channels and increasing the level of automation through traditional and generative AI. To be successful the role holder will have a passion to improve customer experiences and drive efficiency through Conversational solutions. The role requires to work collaboratively across a range of teams both within the Digital & CX team and outside (for example, but not limited to UK, HK, D&A, Contact Centres, Wealth Solutions and Customer Segments).
In this role you will:
- Manage the full product lifecycle to ensure that, over time, the needs of customers continue to be met and that financial and other benefits are achieved.
- Acts as owner/champion for one or more products. Selects, adopts and adapts appropriate product development methods, tools, and techniques selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
- Work closely with Technology & Transformation Leads to ensure the Digital Product change agenda is delivered on time and in budget. Be hands-on and remove delivery blockers through appropriate action and escalation at junior and senior level.
- Analyses market and/or user research, feedback, expert opinion and usage data to understand needs and opportunities to identify and achieve ways to differentiate and improve customer experience
- Develops product variations to support propositions and determines product positioning and variants for different customer and user segments
- Prioritise product requirements and owns the product backlog, coordinating pilots, product launches, communications and training.
- Establish the requirements base-lines, obtains formal agreement to requirements, and ensures traceability to source in line with change management policy.
- Keep up with trends and emerging business models, reimagining how to generate value to the business and to customers
- Be accountable for the objectives and key results across the Digital Product and use data to inform prioritisation and decision making. Maintain a focus on ROI to ensure priorities align to areas of greatest impact through OKRs
- Identify new global capabilities that can drive value in markets in support of Digital Product target outcomes
- Bring structure and order to local or large scale problems, making them easier to address and solve. Using systemic thinking and creativity in devising solution options whilst considering costs, benefits and obstacles of potential solutions
- Provides impactful coaching and support to wider agile team to ensure individuals and teams perform at their best
- Ensuring capabilities are scalable to drive a consistent mobile experience across the Group.
- Review performance of products and journeys and drive the local and global change agenda
- Obsess about how to apply technology and data to solving problems or finding new opportunities
- An entrepreneurial drive, with the ability to deconstruct and solve problems. Demonstrable resilience and persistence - a 'can-do' attitude
- Experience in a global or regional roles, with proven experience in working in a cross functional matrix environment with market and global teams
- Extensive experience with the range of product development and deployment activities including identifying opportunities and developing business cases, defining product requirements, engaging a wide range of functional experts to agree deployment approach, project execution, launch, and post launch performance measurement and management.
- Consumer financial services industry experience and strong understanding of Digital business, while experience with travel, lifestyle, and/or other consumer product development is a strong advantage.
- Strong communication skills for navigating through business requirements, differences of opinion on approach.
- Proven ability to build strong relationships across stakeholder groups with proven ability to influence large teams without direct leadership authority.
- Excellent understanding of the bank's risk framework and experience of working with second line of defence: legal, compliance, financial crime (AML & sanctions), fraud, risk
- Strong outward focus and grasp of the competitor environment - opportunities, threats, gaps
