Customer Strategy and Insight Manager

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

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 Customer Strategy and Insights Manager.

This is a pivotal role, accountable designing, executing, analysing, and communicating customer advocacy insights that drive change at senior levels. You will work closely with business stakeholders to help define strategic priorities, anticipate customer needs, and influence decision-making at the highest levels, specifically focusing on Advocacy and Customer Experience.

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:

• Help lead the end-to-end Net Promoter Score (NPS) tracking programme, ensuring methodological consistency, sample representativeness, and statistical validity across all brands and customer segments

• Design and deliver quarterly and monthly reporting cycles, including driver analysis, detractor root cause investigation, competitor benchmarking, and emerging trend identification

• Apply advanced analytics (e.g., regression, segmentation, predictive modelling) to quantify advocacy drivers, link results to commercial outcomes, and recommend targeted improvements

• Produce compelling dashboards and reports (e.g., Power BI, “Voice of the Customer” packs) that communicate clear, evidence-based recommendations to senior stakeholders

• Act as subject matter expert for advocacy metrics, advising stakeholders on best practice, governance, and embedding NPS as a business KPI

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

• Proven experience managing large-scale NPS, CSAT, or CES research programmes, including survey design, sampling, and governance

• Strong technical knowledge of research methodologies and advanced statistical analysis (e.g., regression, correlation, segmentation, predictive modelling)

• Proficiency with research and analytics platforms (e.g., Qualtrics, Medallia, SPSS, R, Python, Excel) and dashboarding tools (e.g., Power BI, Tableau)

• Ability to translate complex data into clear, evidence-based recommendations with commercial impact

• Strong presentation and storytelling skills, with experience influencing senior stakeholders

This role is based in Birmingham, Leeds, Chester or Sheffield.

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: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500