"His leadership was instrumental in modernising our global web estate. He aligned 70+ markets behind one vision and delivered a platform that transformed how we operate digitally."
Project Overview
HSBC operated a fragmented ecosystem of legacy websites across 70+ countries. The existing platforms were outdated, expensive to maintain, difficult to scale, and unable to support the speed of change required for modern digital banking.
The business needed a unified, future-ready web platform that could serve global, regional, and local markets, while reducing complexity, improving customer experience, and enabling faster delivery of digital products.
As Global Head of Websites (B2B), I led the end-to-end transformation of the global web estate:
-
Created the business case and secured multi-year global funding
-
Defined the transformation strategy and operating model
-
Led discovery across global, regional, and local teams
-
Set product vision, roadmap, and success metrics
-
Oversaw UX, design, engineering, content, and market implementation
-
Managed C-suite stakeholders across Digital, Marketing, Compliance, Tech, and Global Business Lines
-
Directed partners and vendors delivering components of the solution
Key Deliverables
-
Global website strategy and transformation roadmap
-
New unified design system and component library
-
Scalable global CMS and scalable hosting solution
-
Governance model for 70+ countries
-
Global–regional–local deployment framework
-
Market migration playbooks and toolkits
-
Full build and launch of global/regional/local websites
Outcomes
-
Consolidated multiple legacy platforms into a single global solution, driving multi-million–pound annual savings in hosting, maintenance, and agency spend
-
Improved global site performance and UX, leading to a double-digit increase in digital acquisition and product lead generation
-
Reduced cost of change by standardising templates and workflows, cutting external development spend by over 30% across key markets
-
Enabled local teams to self-serve content and launches, freeing up central resources and reducing operational overhead by thousands of hours annually
-
Introduced a scalable design system that improved conversion consistency across 70+ markets, contributing to significant uplift in commercial digital performance
-
Secured multi-year funding by demonstrating clear ROI and forecasting sustained efficiency gains and revenue growth through global standardisation
Goals & KPIs
-
Replace legacy infrastructure with a single scalable platform
-
Standardise global experience while enabling local flexibility
-
Reduce cost of change and market dependency on agencies
-
Improve site performance, accessibility, compliance, and governance
-
Enable faster go-to-market for digital campaigns and product launches
-
Ensure consistent UX across 70+ markets
Challenge
-
Multiple legacy technologies, inconsistent architectures, and high operational costs
-
Slow release cycles and minimal self-service capabilities for markets
-
Fragmented CX and lower digital conversion due to inconsistent UI and UX
-
High dependency on third-party agencies and unclear global governance
-
No personalisation or CRO capability
-
Lack of data consistency and inability to roll out global enhancements at scale
Strategy & Approach
1. Discovery & stakeholder alignment
Led global interviews, content audits, technology assessments, and regulatory reviews to define needs across Retail, Commercial, and Global Banking segments.
2. Business case & funding
Created a comprehensive business case covering cost savings, risk reduction, operational efficiencies, and revenue opportunities. Secured the funding required for multi-year implementation.
3. Unified platform strategy
Defined an enterprise-grade platform to support:
-
Global templates
-
Multi-market governance
-
Enterprise content management
-
Component library & playbooks
-
Scalable hosting and security
4. Reimagined experience
-
Led UX research and collaborated with global design teams to define:
-
New design system
-
Standardised IA
-
Personalisation & mindstates
-
Modular content approach
-
Accessibility-first UX patterns
5. Delivery & implementation
-
Oversaw build and roll-out across global, regional, and local teams. Directed migration plans, content workflows, technical integration, and cross-market coordination.
