The HSBC report identifies the six new roles needed for the new bank.
While artificial intelligence has been touted as the new frontier for business, a report from HSBC finds that human intelligence will still prevail over robotics in the workplace.
The report looks ahead to the future of banking, predicting six new types of jobs and how the digital revolution will evolve the role of people in the organization.
“Many of the roles and jobs of tomorrow are unknown today,” said Andrew Connell, global director of innovation and partnerships and chief digital officer for Asia Pacific. “However, one thing is certain: artificial intelligence will not replace human intelligence.
"Combining the best technology with the power of people will be the difference between good and great when it comes to customer experience."
Mixed reality experience designer
The consensus is growing that mixed or augmented reality (MR/AR) will be our main interface with the digital world.
Overlaying the physical world with a layer of digital data allows banks to create any character or object imaginable and place them in physical space as if they were real, and this technology will likely be used to facilitate some banking needs.
Key skills: designing these complex three-dimensional interfaces and making them elegant and intuitive is an important new job skill, one that will require skills in aesthetic design, branding, user experience, and 3D mechanics.
Algorithm Designer
Increasingly, decision-making is done by algorithms, which feed on a variety of input sources to arrive at quick conclusions.
However, these algorithms operate in a rapidly changing environment with changing regulations, new information, and evolving products. Constantly fine-tuning these algorithms to optimize the banking customer experience and avoid moments where the previous computation says “no” will be a skill in growing demand.
Key skills: As banks move to a low-code/no-code environment for technology trading, this role will require skills in risk management, service design, and financial literacy, rather than technology proficiency.
Conversational Interface Designer
The machines have become progressively more human in their interactions. Chatbots are already used in banking to answer simple queries and collect information. Where instructions used to be complex strings of code, now we can talk to our machines and they will interpret our needs.
Conversational interface design is an emerging skill to help banks make the most of voice and text chatbots, and will grow in importance as the technology becomes more widespread.
Key skills: Building natural, low-friction interfaces that go beyond solving immediate challenges to surprise and ease customers' experience requires a combination of creative, linguistic, and anthropological skills.
universal service advisor
The separation between digital, physical and remote service environments no longer exists. At any time, a customer may want to be served at a branch, through a chat application, voice, or in augmented or virtual reality.
With mixed reality as the primary interface between people and machines, trained service agents, customer support agents, and multi-product business advisors will be able to seamlessly switch between physical and virtual environments from anywhere at any time to meet the needs of the customer. customer.
Key Skills: The critical skills for tomorrow's client advisor are a combination of knowledge of the domain and the product with excellent communication and empathy with the client.
This will require a level of comfort with key communications technologies, including performing in a virtual environment.
Digital Process Engineer
Many banking interactions with customers, from signing up to replacing a lost card, follow standardized flows that balance security and regulatory requirements with the desire for a satisfying customer experience. The speed of change and simplification of these processes is likely to increase, as well as their complexity, as they combine service components and information from multiple sources. A digital process engineer analyses, assembles and optimizes these workflows, constantly adjusting them to maximize performance and minimize friction.
Key skills: The digital process engineer will need strong analytical skills, to understand large, interconnected workflows and diagnose problems and bottlenecks, and creative skills to help them prototype and test solutions.
Collaboration Gateway Enabler
In an increasingly interconnected business world, digital relationships with banking partners such as fintechs and global technology companies will need detailed monitoring, maintenance and negotiation. With both cash and customer data potentially flowing between organizations, someone will need to monitor usage and behavior, as well as ensure performance and compliance.
Key skills: Gateway Controllers will balance technical knowledge of digital interfaces with an understanding of security and risk management. Communication skills for engagement with new business partners will also be highly valued.
HSBC has a number of training programmes: Frontline employees in its seven core markets attend a weekly digital upskilling program led by the bank's 'Digital Champions'.
The bank also has a Digital Leadership Program that helps senior managers better understand digital trends and how they relate to customer needs.
Do you think this is the way of transforming people? What relevance does it have? What profiles do you notice missing?
