Senior Manager, Client Experience Insight

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 Senior Manager Client Experience Insight.

CIB's ambition is to be the #1 Global Corporate and Institutional bank in the world. As a client-centric organisation, how clients experience our propositions, technology and products will be central to achieving it.

This role will be part of the newly formed Client Experience Design (CXD) team. This global role is responsible for generating a robust and deep understanding of clients’ needs and priorities and spotting the changes to those needs and industry trends, partnering with CXD colleagues, to create and implement a CX strategy across all client-facing touchpoints and channels, aimed at increasing client satisfaction.

The role holder will be highly client centric and commercially savvy, skilled at balancing client needs with business objectives, regulatory requirements, and operational realities. The role requires a blend of leading the generation of robust and actionable client and colleague insights and supporting the execution of design activities (e.g. workshops, journey mapping, storytelling ) to ensure CIB teams deliver solutions that meet clients’ expectations and deliver market value.

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:

• Plan, conduct and synthesise the right qualitative and quantitative research, feedback gathering and data analysis for the project stage, to generate actionable insights that deepen our understanding of client needs, behaviors, and market trends.
• Assist CXD directors to shape the CIB client experience strategy, ensuring its grounded in client needs and aligned with the bank’s strategic direction and objectives and improves client metrics.
• Ensure relevant insights and data are accessible and used to inform client experience design decisions at pace, thorough insight aggregation, workshops and co-creation activities with clients and stakeholders, and the creation of artifacts that build client empathy.
• Lead on project delivery and the creation of artifacts that provide a clear summary of how clients and colleagues currently experience HSBC, what they value and where the business should focus to deliver on the expectation of a global bank. Embed insight-driven content, using research and benchmarking, to enable creation and optimisation of experiences that meet client needs.
• Foster collaboration and knowledge sharing across all insight capabilities in the wider CIB and HSBC organisation.
• Ensure client and colleague experience metrics are used to measure performance and prioritise improvements at a bank and program-level.
• Act as a client advocate and role model for client experience design across the CIB organisation and key initiatives, influencing decision-making with evidence and empathy.  

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

• Deep knowledge of qualitative and/or quantitative research and/or data analysis methods and how to use to support the end-to-end design and delivery of client experiences across markets, products, channels and segments.
• Able to create clear and succinct briefs to enable delegation of work to other researchers and data specialists.
• Able to demonstrate how have helped ensure insights remain accessible and tracible to project teams and ensure they are used to inform design decisions.
• Able to digest and understand complex information from multiple sources and spot patterns.
• Curious about leading about new research methods, tools and data analysis approaches to improve the efficiency, speed and quality of insight generation. Self-motivated to explore new technologies, keep aware of trends and changes in behaviour and market.
• A genuine and relentless passion for creating client-centric solutions that are commercially viable and differentiating. Global mindset and background working across countries, products and channels to create and implement experiences.
• Proven ability to build strong relationships across stakeholder groups, business lines and geographies.
• Strong communication and presentation skills to both peers and senior leaders [needs to be able to effectively communicate 2 levels up], with a track record of driving action from insights.
• Aware of B2B clients and/or financial services, ideally with a focus on commercial and institutional products, processes and regulatory constraints (e.g. MSS, credit, rates, FX, payments, trade, or cash management).
• Able to get up to speed quickly and comfortable in ambiguous, complex, fast paced and technical environments.
• Sound commercial awareness and able to link improved design and CX activities to client and business outcomes (e.g. revenue, cost savings, and risk management) in insight reporting and design recommendations.
• Able to conduct co-creation activities with clients and stakeholders to incorporate diverse perspectives efficiently and collaborate with colleagues to envision and communicate concepts that meet client needs.
• Comprehensive grasp of the how to effectively support different design roles using Design Thinking and Agile tools and methods and using collaborative whiteboards to create design artifacts and facilitate workshop.

This role is based in London.

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