Data/BI Product Owner - Contact Centre Operational Data & Insights

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 an exciting new direction, we offer opportunities, support and rewards that will take you further.

We’re one of the largest banking and financial services organisations in the world, with a network that covers more than 50 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people fulfil their hopes and realise their ambitions.

We’re currently seeking an experienced professional to join our team in the role of Data/BI Product Owner - Contact Centre Operational Data & Insights. 

The AI Enabled Voice and Chat SVS (within Voice Channels and Conversational Banking) is accountable for HSBC’s omni-channel, cloud-enabled contact centre capabilities and colleague experience. A critical enabler is a trusted contact centre operational data and BI product: capturing, curating and serving high-quality data that power colleagues assist, agent-facing insights, operational MI, and performance optimisation across markets.

You’ll own the vision, roadmap and delivery of our contact centre operational data strategy, data store and reporting/insights layer. You’ll work closely with the AI Enabled Colleague Assist Product Owner to ensure data products directly support agent workflows, GenAI features (real-time and post-interaction), and measurable service outcomes—while aligning to Group Systems of Record (SoRs) and wider data programmes.

As an HSBC employee in the UK, you’ll 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’ll:

• Shape the contact centre operational data strategy aligned to colleague assist and Contact Centre as a Service (CCaaS) outcomes
• Own a multi-quarter roadmap across operational reporting, insight surfacing, data quality uplift and metric standardisation across markets
• Prioritise and refine a transparent backlog covering operational data capture, curated datasets and BI and insight products
• Establish pragmatic MVPs by running discovery with Design, Analysis, Architecture and Engineering
• Define and maintain a standard KPI and metrics catalogue with clear definitions and ownership
• Build reporting that supports front-line coaching, intraday operations and service optimisation through trend and root-cause insight
• Coordinate alignment to Group Systems of Record (SoRs) and enterprise data standards including definitions and reference data
• Embed governance and controls across privacy, retention, lineage, access controls, auditability, resilience and performance

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

• Bring strong Product Owner experience delivering enterprise-scale data and BI products including MI and operational analytics
• Demonstrate end-to-end delivery across discovery, build, launch and benefits realisation while balancing pace with controls
• Apply practical experience translating contact centre operational needs into scalable data products
• Use data product fundamentals including data modelling, metric standardisation, data quality management, lineage and access controls
• Apply self-service BI patterns to enable standard dashboards, datasets and operational alerts
• Partner effectively across Technology, Operations, Markets, Risk and Compliance and vendors to progress decisions and outcomes
• Operate in SAFe and Agile environments including quarterly planning, dependency management and delivery across multiple teams
• Communicate complex data topics clearly to support decisions, trade-offs and actionable plans

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, socio-economic background 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 via hsbc.recruitment@hsbc.com.