Hongkong and Shanghai Banking Corporation (HSBC)

Online, Mobile & Staff Banking

Responsible for the end-to-end customer experience focusing on banking and servicing initiatives aimed at millions of customers across 37 markets globally, through mobile, desktop and staff platforms and channels.


Global Product Design Lead


2019 to Present

Key Responsibilites

Design & Development
Creative Direction
Design Leadership

Everyday banking for 100,000,000 daily customers across 37 markets.

Our banking platform supports customers in achieving their everyday banking needs directly from their mobile devices. As the Design Lead for all self-servicing journeys, I’m responsible for ensuring all of our customers globally can achieve the simplest tasks without any friction.

With the support of a team of designers located in India and China, we focus on our customers needs and how we can make every experience effortless.

Design Blueprint

We kick-off all journeys at the planning stage, with deep analysis of our customers, business and technology. With our design sprints, we produce high-level designs for discussions with stakeholders and design peers which follow on to research validation with our local market and polishing our designs for development.

βΈ» Approach


Conducting discovery workshops involving essential stakeholders, and channeling the insights into an extensive delivery program that bolsters an ongoing product roadmap encompassing synchronised design and development.


Design, iterate and refine. Our design sprints support the ability to create, refine and validate with our in-house capabilities of research and talented team of designers.


Handovers no longer exist. Designers work alongside developers to ensure all products released by our teams are pixel-perfect and focused on enhancing our customer experience.

Leading from the front

Our team embarked with a mere duo, inclusive of myself. However, within the subsequent 18 months, I orchestrated a rapid expansion, resulting in a team of twelve individuals spanning three continents.

Throughout this transformation, my role transitioned from a hands-on designer to a supportive leader catering to my team’s diverse requirements. I not only provided guidance in design choices but also assumed the role of a confidant, fostering an environment where discussions spanned far beyond work matters.

Throughout my career journey, one of the most rewarding aspects has been observing my team’s triumphs and providing unwavering support in those endeavors.

Our Successes

Tasked with delivering an annualised portfolio worth $60M, our achievements have been derived from a combination of minor victories and significant launches.


Operational Savings


Saved from Contact Centre Calls


NPS Score


Design Efficiencies Introduced