Senior Content Designer - Wealth & Personal Banking
HSBC
- Kowloon City, Hong Kong
- Permanent
- Full-time
- Together we create intuitive, delightful experiences that go beyond people’s expectations as their lives evolve
- Amplify the bank’s brand personality through language which is accessible, inclusive and helps customers to make the right financial decisions
- Embed the strategic direction and value of the User Experience Content Design discipline across a value stream
- Manage the demand and responsibilities of Content Designers across a value stream. Embedding research, data and insights, and our guidelines and standards
- Design intuitive and customer-friendly journeys in line with strategy to drive engagement and acquisition across web and mobile
- Lead or work with a team of Content Designers in the creation of customer-focused, high-quality Chinese or English content whilst adhering to standards on languages, inclusivity and accessibility
- Ensure effective planning is completed with wider design teams, value streams and local markets to drive stakeholder alignment on overall CX experience using relevant research, data and insights
- Provide training, development and focus on building a thriving Content Design community
- Proactively identify opportunities for the content design community to improve performance
- Demonstrate examples of driving own personal development and development of individuals in your team (for people leaders where appropriate)
- Encourage writers to try new things, share best practices and recent achievements for best CX
- Demonstrate examples of encouraging and executing improvements to CX
- Informing and educating customers through cross channel experiences
- Commit to addressing customer needs through upholding standards on languages, inclusivity and accessibility
- Find, create and promote relevant trainings across our wider team with a view to improve our CX
- Proactively identify and propose opportunities to improve our brand terminology and ways of communicating with our customers
- Implement different initiatives to improve our ways of working for positive CX outcomes
- Collaborate with wider VS leaders to respond to customer feedback when creating new journeys and prototypes
- Lead and support reviews of competitor propositions when creating new journeys
- Proactively compile data insights and learnings to share with the wider content design team
- Work with Design leads to create journeys that empathise with customers to solve problems and enrich the CX by aligning to the Design Thinking model
- Collaborate with wider VS leaders to manage priorities and plan accordingly
- Educate and communicate with local markets to understand the value of copy, discuss local amendments and document approvals
- Leads a sub-value stream
- Creates, edits and audits Chinese or English copy as required
- Manages escalations
- Encourages and facilitates collaboration with design and product teams
- Supports with attaining sign off from all applicable parties
- Supports Content Designers in tasks and development
- Enforces TOV and style guidelines