HSBC John Lewis Revamp

Overview

I led the mobile channel delivery for the John Lewis Partnership Credit Card revamp at HSBC. The project included launching the new app experience, redesigning core user journeys and ensuring full compliance with PSD2 requirements across authentication and payments.

Role

Product & CX Consultant, BE Group

Highlights

• I led the mobile channel delivery for the John Lewis Partnership Credit Card revamp at HSBC. The project included launching the new app experience, redesigning core user journeys and ensuring full compliance with PSD2 requirements across authentication and payments.
• I worked end to end on the mobile experience: mapping existing journeys, defining new flows, writing detailed requirements and shaping the UX for activation, card management and servicing. I collaborated with engineering, design, fraud, compliance and third-party providers to align the solution across all channels.
• The new mobile experience launched successfully, with cleaner journeys, stronger security and fewer friction points during activation and login. The PSD2 updates aligned HSBC with regulatory requirements and reduced authentication-related failures.

What I Delivered

I worked end to end on the mobile experience: mapping existing journeys, defining new flows, writing detailed requirements and shaping the UX for activation, card management and servicing. I collaborated with engineering, design, fraud, compliance and third-party providers to align the solution across all channels.

Impact

The new mobile experience launched successfully, with cleaner journeys, stronger security and fewer friction points during activation and login. The PSD2 updates aligned HSBC with regulatory requirements and reduced authentication-related failures.