Product Manager - Customer Journey Development (Leeds, GB, LS98 1FD)

HSBC
Leeds
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Partnering","Cross-functional collaboration","Problem definition","Data-driven thinking"]

Own end-to-end customer journey design, delivery, and optimisation for lending and everyday banking products across one or more product verticals. Lead discovery using quantitative data, qualitative research, and regulatory insight; define problem statements and journey packs; and map current/future-state journeys with measurable improvements to customer experience, operational efficiency, and commercial outcomes. Partner across Product, Risk, Legal, Compliance, Operations, and Technology to deliver journey roadmaps.

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FursaFursa
HSBC
HSBC
2 days ago

Product Manager - Customer Journey Development (Leeds, GB, LS98 1FD)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own end-to-end customer journey design, delivery, and optimisation for lending and everyday banking products across one or more product verticals. Lead discovery using quantitative data, qualitative research, and regulatory insight; define problem statements and journey packs; and map current/future-state journeys with measurable improvements to customer experience, operational efficiency, and commercial outcomes. Partner across Product, Risk, Legal, Compliance, Operations, and Technology to deliver journey roadmaps.
Location: Leeds
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own end-to-end customer journey design, delivery, and optimisation across selected product verticals.
  • •Run structured discovery using quantitative data, qualitative research, and regulatory insight to define scope and root causes.
  • •Create journey problem statements and discovery packs covering customer outcomes, commercial performance, and compliance.
  • •Map current-state journeys end-to-end to identify friction, drop-off, and failure points using supporting data.
  • •Design target-state journeys and define detailed journey specifications (channel flows, decision logic, and exception handling) while managing journey-level delivery epics and stories.

Key Requirements

  • •Substantial experience in product management, customer journey management, or service design for retail banking products such as credit cards and personal loans.
  • •Demonstrated end-to-end delivery from discovery through to live optimisation for a product or customer journey.
  • •Ability to translate data, research, and regulatory requirements into clear, actionable journey designs.
  • •Experience applying journey and service design methods such as Jobs To Be Done, personas, journey mapping, service blueprinting, and experience design.
  • •Use data and analytics (e.g., funnel performance, NPS, and commercial/operational MI) to form insight-led hypotheses.
Experience:Retail bankingLendingCustomer journey managementService design
Skills:PartneringCross-functional collaborationProblem definitionData-driven thinking

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn