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If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
HSBC Commercial Banking serves millions of businesses ranging from small, to large corporates, providing commercial customers with a full range of banking services including Global Trade and Receivables Finance, RMB solutions, multi-currency business accounts, payments and cash management, and wealth management and insurance, , as well as a comprehensive range of financing solutions. With dedicated Relationship Managers and Product Specialists providing local support and advice in over 60 countries and territories, HSBC helps connect customers to opportunities.
We are currently seeking a high calibre professional to join this team in the role of Customer Insights and Design Research, Senior Manager, Customer Experience.
Principle Responsibilities
Understanding and advocating for the customers and colleagues that experiences are being designed and developed for to ensure all HSBC products and services are easy to use and help businesses to thrive
Lead assumption and hypothesis mapping activities with stakeholders to capture and prioritise research questions, inform research strategy and enable efficient planning and propose solutions beyond initial objectives and requirements
Planning, conducting and synthesis of qualitative research activities to inform decision making on CX strategy and digital design projects throughout the design lifecycle
Scoping quantitative research and creating and analysing basic survey responses
Document and share existing and new research insights, data and trends to ensure they remain useful and actionable by the project team and wider organisation. Visualize insights using appropriate artifacts
Track and measure the impact of research activities and ensuring insights are actioned
Creating a framework for insights to translate into tangible, measurable business value
Monitoring research budget usage and gaining additional budget approvals as needed
Coaching and delivering training to non-researchers to understand the differences in different research approaches and participating in design research activities to ensure valid conclusions are made
Managing other design researchers for community knowledge sharing and development activities and leading on initiatives to continue to strengthen the design research discipline within HSBC
Defining and operationalizing research processes to enable efficiencies across all CX workstreams
Managing resources to achieve business targets and objectives
Show agility and creativity in integrating design research into the work, simultaneously offering critique and new possibilities based on reasonable constraints
Qualifications
Requirements
Graduate degree in Cognitive Psychology, Anthropology, Sociology, Cultural Anthropology, Interaction Design or related degree desirable
Proven practical experience in at least 2 of the following Design research specialisms (Behavioral economic and behaviour change; Anthropology/ethnography; Co-creation UX/Usability research; Quantitative research and statistics; Eye-tracking; Data science)
conduct international research including remote research and facilitating activities with remote teams in different time zones
Experience of conducting B2B and/or internal research projects throughout the design lifecycle
Experienced in interpretation of quantitative data sources, such as A/B testing, feedback surveys and analytics
Knowledge of a wide range of qualitative and quantitative research methodologies and able to help teams and other researchers to scope, plan and conduct research activities within the constraints of the project and connecting needs across projects to form broader programmes of work
Experienced at managing insights and research data, ensure they remain accessible and useful and creating tools and artifacts to build empathy, ensure insights are actioned and ensure needs are understood throughout the customer journey
Experienced at mapping assumptions and hypotheses and create and manage a backlog of research questions and able to facilitate group analysis and interpretation of findings
Strong listening and observation skills and proven ability to provide research advice to product teams and coach and educate others in design research
Strong persuasion skills and lead on championing the value and importance of research withing the design thinking process, against resource, organisational and attitudinal challenges
Strong written and oral storytelling and communication skills to help teams understand and act on research findings and identify solutions
Experience of creating materials and ability to deliver effective presentations to senior stakeholders and coordinating a diverse suite of stakeholders to gain alignment and sign off as needed
Strong organisation skills and able to priortise and handle multiple on-going assignments
Able to work under pressure and show flexibility to redesign solutions in the face of ongoing changes
Experience within risk and compliance procedures to ensure risks are identified, assessed and appropriate mitigations and controls are put in place
To be considered for this role, the relevant rights to work in Hong Kong is required.
You’ll achieve more when you join HSBC.
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.
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