Director, Customer Analytics (Contract)

This is an assignment through to end 2027 and it can be based in the UK or Hong Kong.

Ready to transform how HSBC turns customer insight into measurable outcomes?

Why HSBC

We are on a mission to unlock HSBC’s full potential. We’ll achieve this by becoming a simple, more agile, focused organisation to better serve our customers. That is why we have refreshed our ambition: To be the most trusted bank globally, putting customers at the heart of everything we do.

This is a senior role with scope to influence and deliver change. The bank has set a bold ambition to be the most trusted bank globally, putting customers at the heart of everything we do. You will join a dynamic and growing team dedicated to making that happen.

The Customer and Culture team partner with the businesses to deeply understand our customers, earn their trust, and improve their experience. We work hand in hand with the How We Lead programme, enabling every team to connect more closely to our customers and seek to improve their experience. By measuring customer outcomes and culture, we help the bank to see a changing world clearly through our customers’ eyes.

The Role

As Director of Customer Analytics, you’ll shape the next generation of customer intelligence at HSBC and turn insight into action across the organisation. Working at the intersection of customer experience, commercial decision-making, data and technology you’ll connect stakeholders around the questions that matter most. The role focuses on building an integrated view of the customer and ensuring insights are understood, trusted and translated into measurable improvements in customer outcomes and performance.

You’ll strengthen how we combine data, analytics, experimentation, research and decision science including AI-enabled methods to test solutions, scale what works and embed consistent standards. Success means creating clear governance and continuous improvement loops that reduce repeat issues and accelerate data-driven ways of working. 

What you'll be doing

• Build a joined-up customer intelligence ecosystem across transactional, behavioural, operational, digital, product and Voice of Customer data
• Embed business feedback, emerging needs and operational context into the insight and analytics agenda
• Partner with market and business analytics teams to strengthen customer data and measurement quality, align definitions and close measurement gaps
• Translate complex analysis into clear narratives, recommendations and interventions through evidence-based storytelling and strategic challenge
• Influence senior leaders across business, product, technology, CX and analytics to frame the right questions and interpret insights into decisions
• Establish governance and forums that convert insight into agreed actions improving customer outcomes and business performance
• Embed measurable continuous improvement loops to scale impact and reduce repeat issues
• Identify and prioritise opportunities to apply advanced analytics and AI to strengthen insight quality, decisioning and scalable interventions

What we're looking for

• Bring significant experience across customer insights, customer experience, strategy, consulting and/or analytics translation within a complex regulated environment
• Show a strong track record influencing senior stakeholders and delivering cross-functional change
• Apply advanced analytics skills such as Python and SQL, experimentation and causal methods, segmentation and forecasting to real business decisions
• Translate model outputs into scalable well-governed decisions with clear risk awareness and control
• Communicate complex topics clearly through data-led storytelling that turns insight into action
• Shape work through emerging themes, connecting signals across data and customer context to create practical options
• Build strong partnerships across Customer Data & Analytics, CX and business teams to improve customer outcomes and performance
• Develop others through mentoring, coaching and setting direction that raises the bar on insight quality and measurable impact

Turning insight into action

This role is central to how HSBC strengthens customer centricity and makes better decisions at scale. You’ll help create a consistent approach to customer metrics, reporting and ways of working while improving how insight is used across markets and businesses. If you want to shape how a global bank understands customers today and tomorrow and turn that understanding into tangible improvements this role offers the scope to make it happen.