Head of D2C Wealth Customer Proposition

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Head of D2C (Direct to Consumer) Wealth Customer Proposition.

The Head of Direct-to-Consumer (D2C) Wealth Proposition is responsible for defining and delivering the long-term proposition strategy for HBUK’s D2C retail wealth business, ensuring alignment with the wider bank strategy, customer needs and commercial objectives.The role has end-to-end accountability for the commercial performance of the proposition, leading the Financial Resource Plan (FRP) and translating strategic priorities into a sustainable growth agenda. Working across Product, Savings, Digital, Distribution, Marketing, Risk and Finance, the role ensures investment is directed towards the highest-value opportunities, balancing customer outcomes with commercial returns to maximise revenue, profitability and market share. 

Effective management of BAU activity across the D2C proposition, ensuring operational stability, service continuity and regulatory compliance. This includes oversight of customer complaints performance, ensuring issues are effectively analysed, root causes addressed and insights used to drive continuous improvement in CX, reduce detriment and strengthen overall proposition quality.

As an HSBC employee in the UK, you’ll have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Own the end-to-end proposition strategy for our retail investment and wealth offerings, ensuring alignment with customer needs, regulatory expectations, and business priorities.
• Lead and develop a team of Product Owners and a copywriter’s ensuring clear ownership, agile delivery, and prioritisation across product journeys.
• Shape product roadmaps that support 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 under AGBR
• Work closely with Customer Research, Commercialisation, Digital Experience and UX to embed insight-led design in proposition development. Monitor market trends, competitor activity, and customer behaviour to inform innovation and continuous improvement.
• Act as the voice of the customer within the leadership team, championing improvements to support ease, engagement, and outcomes. Ensure regulatory compliance and risk management are embedded in proposition design and delivery (e.g. Consumer Duty, value assessments).
• Point of escalation for all business and operational issues and opportunities related to the retail wealth propositions. Partner with Product, Marketing, Compliance, Risk, and Technology teams to ensure alignment and delivery.

• Deliver commercial outcomes including customer growth, retention, and profitability.
• Act as internal customer advocate in proposition development and service design.
• Be equipped to ably deputise for the Head of Digital Wealth & Platforms

To be successful in this role you should meet the following requirements:

• Proven experience in leading propositions, product, or customer experience strategy within retail investing and/or wealth management.
• Strong commercial mindset with a deep understanding of investment products (ISAs, SIPPs, GIAs) and customer behaviour.
• Deep understanding of retail customer behaviour, segmentation, and journey design
• Demonstrated strong expertise in digital applications and a comprehensive understanding of end-to-end customer journeys, from initial engagement through to ongoing servicing and support
• Comfortable working in agile environments with cross-functional pods and delivery teams.
• Customer-first thinker with a passion for innovation, financial inclusion, and long-term investing.
• Confident communicator with excellent stakeholder management skills, able to influence across product, compliance, technology, and commercial functions.
• Demonstrated prior leadership experience is a critical requirement for this role, as it indicates the ability to lead teams effectively, drive outcomes, and take accountability for delivery

Opening up a world of opportunity.

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 - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 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 have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.