Change Agent - Wealth & Personal Banking Change Agent - Wealth & Personal Banking …

in Hong Kong
Permanent, Full time
Be the first to apply
Not Specified
in Hong Kong
Permanent, Full time
Be the first to apply
Not Specified
The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC.  As your application progresses,

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC.  As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.  If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as a Change Agent.

Principal Responsibilities

  • Change Agent is responsible for the multi-channel customer experience delivered by cross-functional teams
  • Support and engage with cross-functional and market teams with no direct line responsibility for those individuals
  • Creating/designing wireframes, process flows, user personas, and journey maps
  • Using storyboarding, task analysis, and user research tasks to capture, develop user requirements and support product owner(s) to prioritize backlog
  • Adopt a customer-centric mindset to help ensure business requirements deliver the target business outcomes and drive customer values
  • Engaging with relevant channel teams, technology teams, digital teams, legal, risk and compliance teams to document design options and recommendations
  • Exploring data to find actionable insights and make product recommendations through funnels, cohort analyses, long term trends, user segmentation and regression models
  • Identifying opportunities for straight through approval or processing through data automation and workflow automation
  • Identifying opportunities to drive continuous improvement in a dynamic and Agile environment
  • Collaborate with developers and subject matter experts, ensuring user stories are developed correctly and meet acceptance criteria
  • Identify and document scenarios and user acceptance criteria and to drive testing
  • Work with business users on the UAT execution, defects follow-up with application development team
  • Assist with change management activities to ensure new journey is understood and embedded
  • Conduct user training session on system functionalities


  • A university graduate with degree in Business or Technology - related discipline
  • 3 years in business analysis is preferred but not required
  • Good understanding of Change Methodology Frameworks, Agile methodologies and best practice techniques is preferred
  • Experience gathering requirements and conducting design activity, with a mix of business, operations and technology focused projects is preferred
  • Familiarity with the HSBC standards and processes would be an advantage
  • Experience in Customer-Centric Design, sourcing of customer insight and importance of customer testing
  • Strong understanding of testing methodology and process and hands-on experience of test execution
  • Experience of delivering change into different audiences and managing implementation in banking environments including branch, contact center, trading floor, operations, head office would be an advantage
  • Able to work independently, under pressure and proactively in a fast paced environment with multiple deadlines
  • Strong interpersonal, communication and presentation skills with good command of written and spoken English
  • Proven ability to work across regions whilst maintaining a global perspective with senior stakeholders and sponsors
  • Ability to motivate and lead people, employing appropriate management styles, comfortable to influence and challenge stakeholders as needed

To be considered for this role, the relevant rights to work in Hong Kong is required.

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

Company Overview

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through three global businesses: Wealth and Personal Banking, Commercial Banking, Global Banking & Markets. Our network covers 64 countries and territories in Europe, Asia, the Middle East and Africa, North America and Latin America.

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

Whether you are looking for a first job or taking the next step in your career, we offer many ways for you to achieve your ambitions. Come and work with us and you'll have opportunities to build connections with colleagues and customers worldwide and help build the bank for the future.

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