Customer Journey Insights Manager

at  HSBC Global Services Limited

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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 currently seeking an experienced individual to join this team in the role of Customer Journey Insights 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 we are designing and delivering journeys that a fit for purpose for our customers. Leveraging internal and external insight, identifying areas for improvement, and driving action to create a positive customer experience.
In this role you will be involved in:
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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.
• Understanding 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.
• 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

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
• Good understanding of data and how to manipulate and visualise it
• Strong stakeholder management and ability to manage multiple projects simultaneously/
• Problem-solving abilities
• Customer-Centric focus
• An ability to maintain a high level of confidence
• Extensive experience in the development of executive reports and presentations, comfortable carrying out detailed analysis of qualitative analytical themes & trends
• Excellent organisational skills, attention to detail
• Able to build effective working relationships by communicating, influencing, and negotiating at all levels
• An ability to take the initiative and anticipate requirements, self-motivated and forward thinking
• Proficient IT skills including Microsoft Outlook, Word, PowerPoint, and Excel
• Self-driven, pro-active, and energetic with a positive attitude

THIS IS A HYBRID ROLE BASED IN BIRMINGHAM, BUT WE WILL CONSIDER CANDIDATES 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 8500”

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
• Good understanding of data and how to manipulate and visualise it
• Strong stakeholder management and ability to manage multiple projects simultaneously/
• Problem-solving abilities
• Customer-Centric focus
• An ability to maintain a high level of confidence
• Extensive experience in the development of executive reports and presentations, comfortable carrying out detailed analysis of qualitative analytical themes & trends
• Excellent organisational skills, attention to detail
• Able to build effective working relationships by communicating, influencing, and negotiating at all levels
• An ability to take the initiative and anticipate requirements, self-motivated and forward thinking
• Proficient IT skills including Microsoft Outlook, Word, PowerPoint, and Excel
• Self-driven, pro-active, and energetic with a positive attitud