Customer Journeys Manager, Payments
On-site · Chester, England, United Kingdom
Job Summary
Customer Journeys Manager – Payments at HSBC UK leads end-to-end payment journeys across faster payments, international payments, internal transfers, direct debits, standing orders, and card payments. Responsible for delivering a world-class customer experience across digital and assisted channels, identifying friction, redesigning experiences, and ensuring joined-up, consistent journeys across teams. Uses data and insight to prioritise improvements, owns customer complaints and outcomes, balances customer needs with risk and controls, and represents the journey internally to drive clarity and momentum on complex topics.
Required Qualifications
- Product Management experience in payments and/or cards (e.g., debit/credit cards, Faster Payments, Bacs, international payments)
- Strong customer mindset with proven end-to-end journey ownership
- Solid risk management experience and confidence working with controls
- Good knowledge of Terms & Conditions and how they shape customer outcomes
- Strong analytical skills — comfortable using data to drive decisions and improvements
- Experience engaging with industry bodies/partners and managing external relationships
- Strong understanding of the current and evolving payments regulatory environment
- Confident communicator who can influence stakeholders and build trusted networks across the business
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