Hélène Veny

Global Cmb Digital Product Owner @HSBC

London, GB

Global representative of 4 digital products - Business-as-usual activities: roadmap definition, backlogs maintenance, commercial negotiation, mandatory upgrades (GDPR, UK ring-fenced), competition analysis and new deployments: o Virtual Assistant/chatbot (Natural language process technology): customer satisfaction increased by +5.6% and global usage by +16.4% o Live Chat: real-time and asynchronous support from HSBC agents to online users – creation of an outsourced team covering 8 markets – call deflection of -24% o Remote Identity Identification solution (biometric and liveliness technologies): fraud detection capabilities offering an alternative to visit branches:+13.5% in global usage, exploding during the pandemic with new urgent deployments o Email Automation: Creation of a new product from Proof Of Concept to program delivery – 100% of emails are screened by an AI model to support classification and reduce HSBC staff time spent on emails by -32% • Leading Project Managers to delivery best-in-class enhancements of these digital tools, with interlocks to channels such as Public Websites, Authenticated platforms and Mobile applications. • Learning and challenging best practices on Artificial Intelligence, Machine learning, Conversational Banking, Customer Support and digital channels

University of Westminster

Exchange Abroad Business Diploma, Marketing Management and International Business, European Programme

NEOMA Business School

Bachelor of International Business (BSc), Corporate Finance and International Business, A/B

Université Paris IX Dauphine

Master of International NCT Project Management (MSc), Project and Change Management, e-business, International Marketing, Corporate Finance, A