HSBC are hiring a
Product Design Lead, Customer Query Management
If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.
We’re currently seeking an experienced professional to join our team in the role of Product Design Lead, Customer Query Management.
This is an exciting opportunity to join the Customer Query Management product area as a Product Designer, shaping both product design (features, interaction patterns, UI, design system use) and customer/colleague journeys (end-to-end service flows across channels and teams). The goal is to make query handling simpler, faster, and more consistent—improving outcomes for customers and the colleagues supporting them. A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.
In this role you’ll:
- Own product design for key capabilities such as query capture, triage, case management, knowledge surfacing, status updates, and resolution/closure.
- Design end-to-end journeys across channels and handoffs (digital, contact centre, operations), mapping pain points and removing friction.
- Partner with Product Managers to define problem statements, outcomes, and success metrics (e.g., time-to-resolution, repeat contact rate, triage accuracy).
- Turn insights into clear product requirements and designs: flows, wireframes, high-fidelity UI, prototypes, and interaction specs.
- Use and evolve the design system (components/patterns/content) to improve consistency and delivery speed.
- Run discovery and validation with users (frontline colleagues, ops teams, customers where appropriate): interviews, usability testing, prototype testing.
- Facilitate workshops (journey mapping, service blueprinting, design studios) to align stakeholders and drive decisions.
- Collaborate with Engineers and Architects to ensure feasibility, quality implementation, and strong design QA through build and release.
To be successful in this role you should meet the following requirements:
- Demonstrable experience delivering digital product design end-to-end (or strong transferable experience with a portfolio showing outcomes and decision-making).
- Strong interaction design and UI fundamentals; able to simplify complex workflows and operational tools.
- Experience designing journeys and services, not just screens—comfortable with cross-team handoffs and operational constraints.
- Strong stakeholder management skills and clear communication of trade-offs and rationale.
- An ability to manage multiple priorities, work iteratively, and move from ambiguity to action.
- Experience with case management/workflow/CRM-style products or customer service tooling.
- Service design methods (journey maps, service blueprints) and operational metrics.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.
We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long-term conditions or neurodivergent candidates who meet the minimum criteria for the role. If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500
