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Lead Creative Copywriter

Role Purpose:
  • Help define and drive the future of HSBC’s digital copy by documenting the technical product capabilities of our APIs in a way that is smart, engaging and customer-centric.
  • Translating technical data into engaging customer-facing copy
  • Helping consumers engage with and use our products
  • Documenting the features and capabilities of our APIs
  • Documenting what is available and what features/capabilities each service supports
  • Defining, from a business perspective, what innovation and value can be derived from APIs
  • Outlining how to integrate and use the APIs for various scenarios and business solutions
  • Creating marketing documents to help scale and commercialise our API assets
  • Lead production of clear, concise, customer-focused long and short-form copy
  • Overseeing the quality of copy solutions as they relate to design
  • Collaborate with UX, design, user research, customer experience and product teams to understand user needs and create meaningful product experiences
Key Accountabilities:
Impact on Business
  • Enhance HSBC’s overall customer experience to create a positive impact on people’s perception of the brand
  • Be the gate keeper in ensuring digital copy is intuitive and consistent across journeys
  • Ensure design and copy principles are clearly translated and articulated
Customers / Stakeholders
  • Be the voice of the customer to build a customer experience driven culture
  • Work with stakeholders and customers to ensure the outcome of the project answers both customer and business needs
Leadership & Teamwork:
  • Assist the wider copy and product management teams in creating and maintaining a best in class experience for customers
  • Be the bridge between functional teams, and increase communication to minimise gaps between design flows
Operational Effectiveness & Control:
  • Contribute to global editorial, Tone of Voice, and Digital Customer Engagement (DCE) style guidelines, principles and best practices to ensure consistency and minimise repetition.
  • Regular review to identify key risks, issues and interdependencies. Determine and apply appropriate mitigation strategies
  • Ensure an equal and balanced focus is maintained on operating and regulatory risks and ensure the Virtual Management Team positively identifies and mitigates these in a manner that protects the Brand.
  • Ensure regular and positive engagement with key support functions such as Risk, Compliance and HR to ensure alignment of policies and plans necessary to deliver a demanding transformation benefit target.
  • Implementation of Global Standards, Financial Crime Compliance and Risk considerations in an aligned manner within the context of the RBWM strategy through operational practice and planned activity
Major Challenges:
  • Working under pressure, flexibility to redesign solutions in the face of ongoing change and iterative development, coordination of a diverse suite of stakeholders, optimisation of resources against complex technical deployments
  • Provide market-leading, compelling digital product experiences that can leverage the global scale and distribution network
  • Ensuring that all HSBC RBWM services offer outstanding digital customer experiences and fully deliver on the brand promise and a coherent digital strategy
Role Context
  • This role holder will be expected to operate largely independently but within a global copy team
Management of Risk
  • Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.
  • Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimises the likelihood of it occurring through its identification, assessment, mitigation and control


Knowledge & Experience / Qualifications
  • 7+ years of experience in an editorial or copywriting role
  • Experience driving:
  • Process
  • Goals
  • Strategy / vision
  • Methodology
  • Internal and external relationship management
  • Working with senior management to drive efficiency
  • Other:
  • Strong understanding of user experience and digital best practice
  • Experience of multi-channel content creation (web, print, mobile, tablet)
  • Highly developed communication skills, both written and verbal, to explain complex or technical issues
  • Drives customer-centric approaches
  • Drives user friendly concepts
  • Excellent time management and prioritisation of projects and tasks
  • Passion and enthusiasm
  • Team player
  • Ability to embrace new technologies and learnings
  • Demonstrates a collaborative approach to problem solving
  • High levels of resilience and self-motivation

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies. overview
Company Name: HSBC
Date Added: 01/12/2019
Job Location: Europe, Greater London
Job Type: full-time
Job Level: senior
Salary: Undisclosed