Affluent CX Journey Lead & Change Champion

HSBC is seeking a senior practitioner to lead end-to-end customer journey optimisation in our IWPB Affluent segment in Mexico City. The role focuses on reducing friction across digital, branch, and contact centre touchpoints, delivering high-impact journeys that align with business strategy and risk controls.

With a proven ability to coordinate cross-functional squads, prioritise initiatives with clear business cases, and drive data-driven improvements, you will influence senior stakeholders and