Manager, Client Experience Insight

If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - 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 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 Manager Client Experience Insight.

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 helping to generate a robust and deep understanding of clients’ needs and priorities and spotting the changes to those needs and industry trends, as well as partnering with CXD colleagues, to implement a CX strategy across all client-facing touchpoints and channels, aimed at increasing client satisfaction. 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.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

In this role you will:

• Plan, conduct and synthesise qualitative and quantitative research, feedback gathering and/or data analysis, to generate actionable insights that deepen our understanding of client needs, behaviors, and market trends.
• Help ensure relevant insights and data are accessible and used to inform client experience design decisions at pace, through insight aggregation, workshops and co-creation activities with clients and stakeholders, and the creation of artifacts that build client empathy.
• Support the creation of artifacts that clearly summarise insights and support the design and implementation of experiences that meet client needs.
• Ensure client and colleague experience metrics are used to measure performance on project you are supporting.
• 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.

To be successful in this role you should meet the following requirements:

• 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.
• Interest in understanding complex information from multiple sources and identifying emerging patterns.
• Curious about leading 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.
• Passion for creating client-centric solutions that are commercially viable and differentiating.
• Global mindset and experience of working in different countries.
• Strong communication and presentation skills, with a track record of driving action from insights with senior and junior stakeholders.
• Able to get up to speed quickly and comfortable in ambiguous, complex, fast paced and technical environments, with awareness 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) preferred.
• 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.
• Aware of how to support different design roles using Design Thinking and Agile tools and methods and using collaborative whiteboards to create design artifacts and facilitate workshop.

This role is based in London.

Opening up a world of opportunity 

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 207 832 8500