VP - CRM (AI)

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of VP - CRM.

Principal responsibilities

• Design and develop AI, automation, machine learning, and software solutions embedded into the CRM delivery lifecycle (e.g. automated segmentation, personalised content decisioning, and operational automation) to accelerate speed-to-market. 
• Partner with Business, Technology, Data and other stakeholders to deliver CRM capabilities that enhance customer experience and improve delivery efficiency, with a focus on AI-driven personalisation and streamlined processing.
• Lead end-to-end delivery of CRM customer communications, translating business goals into a prioritised roadmap and delivery plans with clear value cases and measurable benefits, including automation and productivity improvements.
• Lead and develop a high-performing engineering team by setting the solution roadmap and delivery standards, providing technical direction and training, and enabling effective onshore and offshore collaboration with clear, outcome-based accountability.

Requirements

• We seek highly motivated leaders who have the following experience and qualifications to join our dynamic organization:
• Minimum 8 years of development experience in AI, automation, machine learning, software engineering, CRM, data analytics and/ or transformation.
• PhD or Master's degree in AI, data science, mathematics, statistics, computer science, or related quantitative fields.
• Demonstrated ability to design scalable, enterprise-grade solutions with a strong product mindset to tackle complex business problems and drive continuous improvement.
• Strong hands-on technical capability in coding and rapid prototyping, with deep knowledge of AI/GenAI and emerging technologies.
• Proven leadership and people management experience, including building and developing high-performing engineering teams and delivering in an agile environment.
• Good understanding of financial services/ banking operations, with the ability to work effectively with a wide range of internal and external stakeholders.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

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.