Digital Product Manager - HK Business

GCB 5

We are currently seeking a high calibre professional to join our team as a Digital Product Manager.

Role purpose

The Digital & AI team shapes and delivers digital experiences for HK Retail Banking and Wealth, improving how customers discover, buy and service products through our digital channels.

This role owns product outcomes across both AI and non-AI initiatives, partnering across business, technology, operations and risk to deliver measurable customer value, commercial outcomes and operational efficiency, ensuring risk and controls are embedded from day one.

The role will support the delivery of advanced digital experiences, including personalised and guided journeys, to improve customer self-service, reduce operational friction and enhance digital engagement.

Key responsibilities

• Product vision & strategy: Own the product vision, target outcomes and roadmap, balancing customer needs, commercial impact, operational efficiency and risk considerations.
• Opportunity identification & prioritisation: Lead structured discovery to identify, assess and prioritise customer and colleague use cases, using data, insights, feasibility and value.
• Success metrics & value tracking: Define and manage OKRs and benefits realisation tracking (e.g., adoption, conversion, NPS, turnaround time, containment/deflection, quality, cost-to-serve).
• End-to-end delivery execution: Partner with Business Transformation to deliver outcomes through multidisciplinary squads (engineering, UX, operations, data/AI, risk & compliance) from discovery to launch.
• Backlog & requirements leadership: Translate business needs into clear epics/features/user stories; own backlog prioritisation, release planning and dependency management across AI and non-AI capabilities.
• AI-enabled feature shaping (where applicable): Partner with Data, AI SMEs and Engineering to shape feasible requirements (data needs, model/service performance, integration dependencies, monitoring, controls and auditability).
• Customer experience & continuous improvement: Work with UX to deliver intuitive, accessible and consistent experiences; monitor live performance, analytics and customer feedback/complaints; drive continuous improvement and remediation.
• Go-to-market, adoption & change: Drive readiness for launch (communications, training, BAU handover, support model, stakeholder alignment) and monitor adoption and outcomes through phased rollouts and iterative improvement.
• Stakeholder alignment & governance: Align stakeholders on priorities and trade-offs; provide clear progress updates; escalate early where needed; ensure deliveries meet security, resilience, privacy, change management and relevant risk/control requirements; manage third-party/vendor inputs where relevant.

To be successful you will need:

• Digital product management experience: Proven track record delivering digital products/journeys end-to-end in Agile environments (Scrum/Kanban), including discovery, delivery and optimisation.
• Strong execution and analytical skills: Demonstrated ability to define OKRs/KPIs, interpret data, use analytics to drive prioritisation, and manage trade-offs with clear recommendations and value tracking.
• Cross-functional leadership: Proven ability to influence and deliver through multidisciplinary teams (technology, UX, operations, risk/compliance, data), including senior stakeholder management and clear communication.
• Domain and delivery tooling: Hands-on experience with product delivery tools and practices (e.g., Jira/Confluence), requirements definition, release planning, and operational readiness.
• AI-enabled digital experience (preferred): Experience delivering AI-enabled or automation-led customer experiences—particularly conversational/guided-assistance journeys in digital channels—covering end-to-end journey completion, next-best-action guidance, and performance measurement (adoption, containment/deflection, NPS), with awareness of responsible AI considerations (privacy, monitoring, auditability and relevant risk controls).

Opening up a world of opportunity

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Issued by The Hongkong and Shanghai Banking Corporation Limited.

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