Senior Manager, Client Experience Insight - Corporate and Institutional Banking

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. You’ll 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 client’s 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 bank’s 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.

Opening up a world of opportunity
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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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