David Fagg
Senior Ux Manager - Customer Experience - Global Commercial Banking @HSBC
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WORK HISTORY
Senior Ux Manager - Customer Experience - Global Commercial Banking @HSBC
London, GB
Team Leadership: Lead a global, multi-disciplinary team across Product Design, Visual Design, Research, and Copywriting, driving cohesive design strategies for desktop and mobile apps in Commercial Banking. ↳ Hands-On Contribution: In addition to leading the team, I remain hands-on where necessary, actively contributing to design deliverables, prototyping, and user research to ensure high-quality outcomes, while balancing leadership responsibilities and cross-functional collaboration.↳ Design System Management: Lead adoption of a comprehensive Wholesale Design system, improving design consistency and reducing design-to-development handoff times by 40%.↳ Strategic Collaboration: Collaborate with senior leadership to evolve a strategic vision, focusing on solving user problems, incorporating the Voice of the Customer to ensure user-centred design decisions, and contributing to increased customer satisfaction scores. Present design concepts and projects to C-level executives and key stakeholders, securing buy-in for innovative design initiatives and aligning design efforts with business goals.↳ UX Initiative Success: Led a key UX initiative that reduced customer onboarding time from 7-10 days to under 5 minutes, significantly enhancing user experience and contributing to a measurable increase in customer acquisition.↳ Team Development: Mentor and develop team members, successfully hiring and scaling the team with more than 40 designers onboarded over 4 years. Fostered their growth through stakeholder management training, design presentation best practices, and helping them set personal development goals, such as progressing into design lead opportunities for junior designers. This has resulted in increased team productivity, enhanced stakeholder communication, and a culture of excellence that enabled the team to deliver high-quality designs at pace.
EDUCATION
Nottingham Trent University
BA - 2:1, Business Information Systems
SKILLS
ABOUT DAVID FAGG
I lead global UX teams within financial services, helping transform complex products, legacy systems, and competing priorities into digital experiences that customers can actually use.With over 16 years of experience at HSBC, Deutsche Bank, UBS, and JP Morgan, I understand the intersection of design, AI, and business strategy.Currently a Senior UX Manager at HSBC, I own design responsibility for the UK Business Banking platforms across desktop and mobile. My work spans product design, research, content and design systems, sitting at the intersection of UX, AI and business outcomes. This includes reducing onboarding from days to minutes, scaling design systems across markets, and building teams that can operate with clarity under pressure.Over time, my interest has shifted beyond interfaces alone. I spend a lot of time thinking about capability, judgement and decision quality inside teams. The behaviours underneath strong outcomes matter just as much as the artefacts.I am also a cofounder of Showing Up Learning, focused on developing consultants and advisors who perform when it matters.I operate at the intersection of Product Design, AI, and Professional Development. I’m always open to connecting with:Design leaders navigating the AI transition.L&D professionals interested in applying Product methodology to learning.Fellow innovators in the FinTech space.
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