CUSTOMER INSIGHT AND PROPOSITION SENIOR MANAGER

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The Customer Transformation Team sits within the Commercial Bank’s Transformation and Performance Team and is focused on understanding the key drivers of poor customer experience and working with segments and product partners to drive improvements to our end-to-end servicing model.
We are seeking an experienced individual to join this team in the role of Customer Insight and Proposition Senior Manager. This role is Hybrid working as you’ll be expected to work in the office 3 days per week. You will play a critical role in ensuring that insights are being used at each stage in the change cycle ensuring solutions are fit for purpose and aligned to global standards and customer needs.

In this role you will be involved in:

• Insights Generation: transforming raw data into meaningful insights that can be used to inform business decisions. This includes providing recommendations based on sights to improve customer journeys, product offering, customer experience and overall business strategy
• Market Research: Conducting market research to understand customer needs, preferences, and behaviours
• Bespoke Insights Request Triaging and Delivering: lead the triaging and delivering of end-to-end bespoke insight request. This includes ensuring that:
• All insight requests are appropriately triaged with only priority requests making it through to the Team’s Backlog

• All priority bespoke insight requests are completed within a timely manner and to a high standard to drive great focus and impact

Customer Centric Journey Design: working with teams across CMB to ensure all journeys are designed with the customer front and centre, based on customer insights, and robustly tested with our customer before go-live. This includes:

• Feeding customer insights into the design of the end-to-end journey simplification process
• Reviewing existing journeys to identify improvement opportunities.
• Undertaking research and insight, either through externally managed sources or data analysis
• Understand the root cause behind key areas of negative customer sentiment.
• Leading on customer testing to ensure all changes will deliver an improve customer experience
• Customer Journey Performance Monitoring: monitoring customer sentiment post a change is delivered to ensure the change is having the desired impact

To be successful in this role you should have:

• Previous experience:
• of working in a Customer Insights role is essential
• mapping end to end customer journeys
• conducting customer research (qualitative and quantitative) and developing customer insights
• Good written and verbal communication skills to present information in a clear, concise and accurate way
• An understanding of data and how to manipulate and visualise it
• Strong stakeholder management skills and an ability to manage multiple projects simultaneously.
• Problem-solving abilities
• Customer-Centric focus
• Ability to maintain a high level of confidence and focus in a demanding environment
• Extensive experience in the development of executive reports and presentations, comfortable carrying out detailed analysis of qualitative analytical themes & trends
• Excellent organisational skills and attention to detail
• An ability to build effective working relationships by communicating, influencing, and negotiating at all levels
• Proficient IT skills including Microsoft Outlook, Word, PowerPoint, and Excel
• A positive and self-motivated attitude with the ability to lead, take the initiative and act decisively

THIS IS A HYBRID ROLE BASED IN LONDON, BUT WE WILL CONSIDER APPLICANTS FROM AROUND THE UK.

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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.
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’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 850

In this role you will be involved in:

• Insights Generation: transforming raw data into meaningful insights that can be used to inform business decisions. This includes providing recommendations based on sights to improve customer journeys, product offering, customer experience and overall business strategy
• Market Research: Conducting market research to understand customer needs, preferences, and behaviours
• Bespoke Insights Request Triaging and Delivering: lead the triaging and delivering of end-to-end bespoke insight request. This includes ensuring that:
• All insight requests are appropriately triaged with only priority requests making it through to the Team’s Backlog
• All priority bespoke insight requests are completed within a timely manner and to a high standard to drive great focus and impac

To be successful in this role you should have:

• Previous experience:
• of working in a Customer Insights role is essential
• mapping end to end customer journeys
• conducting customer research (qualitative and quantitative) and developing customer insights
• Good written and verbal communication skills to present information in a clear, concise and accurate way
• An understanding of data and how to manipulate and visualise it
• Strong stakeholder management skills and an ability to manage multiple projects simultaneously.
• Problem-solving abilities
• Customer-Centric focus
• Ability to maintain a high level of confidence and focus in a demanding environment
• Extensive experience in the development of executive reports and presentations, comfortable carrying out detailed analysis of qualitative analytical themes & trends
• Excellent organisational skills and attention to detail
• An ability to build effective working relationships by communicating, influencing, and negotiating at all levels
• Proficient IT skills including Microsoft Outlook, Word, PowerPoint, and Excel
• A positive and self-motivated attitude with the ability to lead, take the initiative and act decisivel