Senior Manager, Client Experience Insight

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HSBC is one of the largest banking and financial services organisations in the world with operations in 64 countries and territories. We aim to be where the growth is enabling businesses to thrive and economies to prosper and ultimately helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Manager Client Experience Insight.

Role Purpose

HSBCs ambition is to be the #1 Global Corporate and Institutional bank in the world. This role will be part of the newly formed Client Experience Design (CXD) team within the Chief Commercial Office Commercial and Institutional Banking (CIB). Responsible for generating a robust and deep understanding of CIB client needs priorities and spotting emerging trends to create and implement a CX strategy across global products touchpoints and channels.

The role holder will be highly client-centric and commercially savvy skilled at balancing client needs with business objectives regulatory requirements and operational realities. Youll also mentor others and define frameworks and processes to make sure everyone in CIB makes decisions using robust actionable insights.

Responsibilities

• Lead research & insight generation:
• Plan conduct and synthesise qualitative and quantitative research feedback gathering and data analysis to generate an empirical understanding of how CIB clients experience us today and their needs behaviours and expectations. Ensuring emerging trends and actionable insights inform strategic CX initiatives and decision making.

• Shape & implement CX strategy:
  Assist CXD directors in shaping and executing the client experience strategy ensuring alignment with client needs and the banks strategic objectives to deliver measurable business impact (e.g. revenue generation cost savings risk reduction). Develop validate and implement frameworks and artifacts for broader organisational use ensuring insights are presented iteratively and transparently with clear articulation of data limitations and opportunities for further exploration.
• Facilitate collaboration & co-creation:
  Lead workshops co-creation activities and knowledge sharing with clients stakeholders and colleagues to build empathy and drive actionable outcomes. Ensuring relevant insights and data are accessible and used to inform client experience design decisions at pace.
• Drive insight-driven design and measurement:
  Ensure insight and benchmarking drives the creation and optimisation of experiences that meet client needs and deliver market value. Ensure client and colleague experience metrics are used to measure performance and prioritise improvements at a bank and program-level.
• Insight coaching & mentorship:
  Coach and mentor CXD team members stakeholders and peers on insight skills and best practice. Fostering a culture of continuous improvement high-quality client-centric delivery and ensuring research capabilities across the bank maintain high standards of quality rigour and ethical practice.

Skills required

• Expertise in research methods:
  Deep knowledge and hands-on experience of qualitative and quantitative research and data analysis methods with proven ability to independently design conduct and lead strategic research projects and adapt approaches creatively to project constraints (time budget access) while maintaining rigor. Proficiency in tools like Excel and awareness of Python R and SQL for analysing large datasets desirable.
• Experience with complex audiences and product journeys:
  Demonstrated experience generating insights and understanding of complex global and B2B audiences across products and journeys. Ideally candidate will also understand commercial and institutional products processes and regulatory constraints (e.g. MSS credit rates FX payments trade cash management).
• Strategic communication & influence:
  Strong communication and presentation skills (ideally including supporting the creation of materials for c-suite and board level audiences) with proven ability to build trust and influence senior stakeholders at least 2 levels up especially in ambiguous or high-pressure scenarios. Strong command of English (verbal and written) is essential with proficiency in Chinese expected for HK-based roles.
• Collaboration & workshop facilitation:
  Comprehensive grasp of design roles and using design thinking and agile methods to produce strategic design artifacts (e.g. personas journey maps)and ensuring insights are accessible and traceable across projects. Experienced at planning and facilitating collaborative workshops and co-creation to explore future-focused opportunities and inform strategy and business planning.
• Commercial awareness:
  Sound commercial awareness able to link design and client experience activities to business outcomes (e.g. revenue cost savings risk management). Experience supporting strategic planning or change management or delivering outcomes within large matrix organisations is highly desirable.
• Adaptability & continuous learning:
  Ability to get up to speed quickly in complex fast-paced environments with a proactive approach to continuous learning and professional development.
• Ownership & measurable impact:
  Track record of taking ownership for strategic outcomes and delivering measurable business impact through insight-led recommendations ideally in matrixed organisations.

This role is based in London.

Being open to different points of view is important for our business and the communities we serve. At HSBC were dedicated to creating diverse and inclusive workplaces - no matter their gender ethnicity disability religion sexual orientation or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

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