User Experience Specialistt/Senior Consultant Specialist

Some careers shine brighter than others.

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 User Experience Specialist (Senior Consultant Specialist)

In this role, you will:

• Manage Customer Success Metrics for End User Services – Monitoring service performance, User feedback, Product CSAT, Incident trend.
• Pilot Governance – Own the Pilot/POC governance model and drive best practices during deployment. Act as a gatekeeper between IT & Business. Be an active member of the extended testing ring and identify any improvement required from UX perspective.
• Design Thinking Led User Experience Management – You are expected to take a Design Thinking approach and identify ways to improve User Experience across CTO products.
• Manage User Feedback – You will be responsible to pick up user feedback, review & analyse business requirements submitted by colleagues and partner with Product Owner to prioritize and drive closure of the feedback.
• User Journey Map – Actively create and manage End User Journey Process Map and identify opportunity to make it simpler, faster and better.
• Agile Ways of Working – You will be working with flexibility and scale as per organization requirement
• MI Reporting & Analysis – Responsible to analyze survey responses and create meaningful Insights Technology Surveys and Experience Insights. Prepare Pilot & Deployment MI report focused on User & Business Impact

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

• Knowledge of Service Management, Change Management and Project Management
• Understanding of Design Thinking
• Well versed with JIRA & Confluence
• Strong knowledge and working experience with ITIL disciplines.
• Excellent Stakeholder management skills
• Excellent communication skills (verbal and written)
• Ability to work under pressure and meet tight deadlines. To be able to multitask and consistently deliver quality. 
• Ability to derive meaningful reports & prepare presentations for stakeholder reporting.
• Flexibility to adapt in difficult situation & handle conflict with ease.
• Business analysis and process documentation skills
• Analytical Thinking and Decisive Judgment - analysing issues and problems systematically, gathering broad and balanced input, drawing sound conclusions, and translating conclusions into timely decisions and actions.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

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Issued by – HSBC Software Development India