Head of Conversational Banking Channels & AI Innovation

HSBC in St Helier, Jersey, seeks an experienced Head of Conversational Banking Channels, CIIOM to lead the Contact Centre and digital conversation agenda, shaping strategy for voice and chat channels. The role focuses on improving customer experience, driving digital adoption and delivering cost efficiencies through channel shift and automation.

You will oversee onshore and offshore teams, set roadmaps and OKRs, and partner with Data & Analytics to advance AI-enabled capabilities while ensuring