GCB4
Role Purpose: CIB's ambition is to be the #1 Global Corporate and Institutional bank in the world. As a client-centric organisation, how clients experience our propositions, technology and products will be central to achieving it. This role will be part of the newly formed Client Experience Design (CXD) team. This global role is responsible for generating a robust and deep understanding of clients' needs and priorities and spotting the changes to those needs and industry trends. Partnering CXD colleagues, to create and implement a CX strategy across all client-facing touchpoints and channels, aimed at increasing client satisfaction.
The role holder will be highly client centric and commercially savvy, skilled at balancing client needs with business objectives, regulatory requirements, and operational realities. The role requires a blend of leading the generation of robust and actionable client and colleague insights and supporting the execution of design activities (e.g. workshops, journey mapping, storytelling ) to ensure CIB teams deliver solutions that meet clients' expectations and deliver market value.
Key Responsibilities: - Plan, conduct and synthesise the right qualitative and quantitative research, feedback gathering and data analysis for the project stage, to generate actionable insights that deepen our understanding of client needs, behaviors, and market trends.
- Assist CXD directors to shape the CIB client experience strategy, ensuring its grounded in client needs and aligned with the bank's strategic direction and objectives and improves client metrics.
- Ensure relevant insights and data are accessible and used to inform client experience design decisions at pace, thorough insight aggregation, workshops and co-creation activities with clients and stakeholders, and the creation of artifacts that build client empathy.
- Lead on project delivery and the creation of artifacts that provide a clear summary of how clients and colleagues currently experience HSBC, what they value and where the business should focus to deliver on the expectation of a global bank. Embed insight-driven content, using research and benchmarking, to enable creation and optimisation of experiences that meet client needs.
- Foster collaboration and knowledge sharing across all insight capabilities in the wider CIB and HSBC organisation.
- Ensure client and colleague experience metrics are used to measure performance and prioritise improvements at a bank and program-level.
- Act as a client advocate and role model for client experience design across the CIB organisation and key initiatives, influencing decision-making with evidence and empathy.
Skills and experience: - Deep knowledge of qualitative and/or quantitative research and/or data analysis methods and how to use to support the end-to-end design and delivery of client experiences across markets, products, channels and segments.
- Able to create clear and succinct briefs to enable delegation of work to other researchers and data specialists.
- Able to demonstrate how have helped ensure insights remain accessible and tracible to project teams and ensure they are used to inform design decisions.
- Able to digest and understand complex information from multiple sources and spot patterns.
- Curious about leading about new research methods, tools and data analysis approaches to improve the efficiency, speed and quality of insight generation. Self-motivated to explore new technologies, keep aware of trends and changes in behaviour and market.
- A genuine and relentless passion for creating client-centric solutions that are commercially viable and differentiating. Global mindset and background working across countries, products and channels to create and implement experiences.
- Proven ability to build strong relationships across stakeholder groups, business lines and geographies. Strong communication and presentation skills to both peers and senior leaders [needs to be able to effectively communicate 2 levels up], with a track record of driving action from insights.
- Aware of B2B clients and/or financial services, ideally with a focus on commercial and institutional products, processes and regulatory constraints (e.g. MSS, credit, rates, FX, payments, trade, or cash management).
- Able to get up to speed quickly and comfortable in ambiguous, complex, fast paced and technical environments.
- Sound commercial awareness and able to link improved design and CX activities to client and business outcomes (e.g. revenue, cost savings, and risk management) in insight reporting and design recommendations.
- Able to conduct co-creation activities with clients and stakeholders to incorporate diverse perspectives efficiently and collaborate with colleagues to envision and communicate concepts that meet client needs.
- Comprehensive grasp of the how to effectively support different design roles using Design Thinking and Agile tools and methods and using collaborative whiteboards to create design artifacts and facilitate workshop.
Qualifications: - Relevant master's or research-based degree
- At least 5 years' experience delivering of qualitative (e.g. generative and evaluative methodologies to identify opportunities and threats, scope solutions, define requirement, prioritise and validate features) and/or quantitative (e.g. surveys to inform segmentations, validate propositions, prioritise features and market positioning and pricing models and track and improve performance) research and/or data analysis analysis (e.g. Proficient in Excel and aware of Python, R, and SQL to identify behavioural insights and identify patterns in high volumes of survey data and qualitative transcripts), ideally within a B2B financial services organisation.
- At least 1 years experience working within a large matrix organisation.
- Strong command of English (verbal and written) is essential, with proficiency in Chinese expected for HK-based roles.
Opening up a world of opportunity http://www.hsbc.com/careers HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hongkong and Shanghai Banking Corporation Limited.
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