Head of D2C Wealth Customer Proposition

HSBC
London
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Customer-first mindset","Innovation","Stakeholder management","Communication","Leadership"]

Own the end-to-end D2C wealth customer proposition for HSBC’s UK retail investment business, setting the long-term strategy and delivering commercial performance. Lead and develop Product Owners and a copywriter, shape roadmaps and customer value propositions across investment wrappers and platforms, and drive insight-led improvements through cross-functional collaboration. Ensure customer outcomes, regulatory compliance (including Consumer Duty), and stable BAU operations while maximizing growth in AUM and profitability.

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FursaFursa
HSBC
HSBC
2 days ago

Head of D2C Wealth Customer Proposition

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Last checked: 3 hours agoStatus: Live

Job Summary

Own the end-to-end D2C wealth customer proposition for HSBC’s UK retail investment business, setting the long-term strategy and delivering commercial performance. Lead and develop Product Owners and a copywriter, shape roadmaps and customer value propositions across investment wrappers and platforms, and drive insight-led improvements through cross-functional collaboration. Ensure customer outcomes, regulatory compliance (including Consumer Duty), and stable BAU operations while maximizing growth in AUM and profitability.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Own the end-to-end proposition strategy for retail investment and wealth offerings, aligning customer needs, regulatory expectations, and business priorities.
  • •Lead and develop a team of Product Owners and a copywriter to ensure agile delivery, ownership, and prioritisation across product journeys.
  • •Shape proposition roadmaps supporting growth in assets under management (AUM), customer acquisition, and retention.
  • •Define and manage the customer value proposition across investment wrappers (ISAs, GIAs, SIPP, etc.), platforms, and guidance offerings.
  • •Oversee BAU activity for operational stability, service continuity, and regulatory compliance, including customer complaints performance and continuous improvement in customer experience.

Pay and Benefits

Perks:Health InsuranceParental LeavePension

Key Requirements

  • •Proven experience leading propositions, product, or customer experience strategy within retail investing and/or wealth management.
  • •Strong commercial mindset with deep understanding of investment products (ISAs, SIPPs, GIAs) and customer behaviour.
  • •Deep understanding of retail customer behaviour, segmentation, and journey design.
  • •Demonstrated expertise in digital applications and end-to-end customer journeys from engagement through ongoing servicing and support.
  • •Prior leadership experience leading teams and taking accountability for delivery.
Experience:Retail investingWealth managementFinancial servicesCustomer experienceDigital customer journeys
Skills:Customer-first mindsetInnovationStakeholder managementCommunicationLeadership

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