Head of Research And Insights

at  HSBC

Job description
Some careers shine brighter than others.
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.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.
We have an excellent opportunity for a Head of Research and Insights to join our Global Design team. Under your leadership, a team of researchers will work with other design disciplines (product designers, service designers and content designers) to define and drive the future banking experience across the world. You will motivate, inspire, and grow a research team across the United Kingdom, Hong Kong, Mexico, Poland, China, and India to shape, execute and synthesise global research initiatives for customer experiences that touch millions of people everywhere, every day.
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.

You will have the opportunity to:

• Build out a research capability that shapes customer experience across the globe.
• Drive research initiatives that inform product design and define opportunities to innovate.
• Work with and learn from people from different cultures and backgrounds.

Your key responsibilities:

• Champion research and insights to influence the vision, strategy and roadmap from a customer perspective to inspire new ideas that put HSBC at the forefront of customer experience.
• Instil a customer-centric approach across the business that ensures insight shapes opportunities, validates experiences, and identifies improvements.
• Translate research findings into actionable insights and recommendations that guide proposition, product, customer experience and design strategies.
• Communicate research findings to senior stakeholder to influence decision-making.
• Embed up-to-date industry trends, emerging research methodologies, and best practices.
• Ensure high-standard across approach, methodologies, output, and actionable insight.
• Contribute to further evolving and elevating the research and insights within the bank.
• Coach, mentor and develop a successful research and insights team, elevating the capability and shaping a space for each individual to thrive, learn and grow.
• Lead and develop a global team of design researchers and insight analysts, fostering a culture of collaboration, innovation and excellence across time-zones and geographies.

Requirements

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

• You have extensive experience in a breadth of research methodologies and approaches (e.g., usability studies, contextual inquiry, surveys, quantitative and qualitative etc.).
• You don’t need to have a banking background but experience at navigating a fast-paced, complex organisation is essential.
• You have strong leadership experience, both managing a team of between 10-20 researchers and the demonstrable experience of leading multiple projects simultaneously successfully.
• You are a thought leader on research and insights best practice across all aspects of research (e.g., discovery, validation, benchmarking).
• You have a proven track record in shaping the right research to inform design decisions, ensuring an insights-driven approach from discovery through validation.
• You can confidently communicate research findings to influence strategy, inform product roadmaps and inspire stakeholders and cross-functional teams to be customer-centric.
• You create a culture that is inclusive, open to new ideas and motivates and empowers researchers to unleash their potential.
• You build effective relationships with people within Design and across the business.

This role is based in London or Leeds.
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. 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

Your key responsibilities:

• Champion research and insights to influence the vision, strategy and roadmap from a customer perspective to inspire new ideas that put HSBC at the forefront of customer experience.
• Instil a customer-centric approach across the business that ensures insight shapes opportunities, validates experiences, and identifies improvements.
• Translate research findings into actionable insights and recommendations that guide proposition, product, customer experience and design strategies.
• Communicate research findings to senior stakeholder to influence decision-making.
• Embed up-to-date industry trends, emerging research methodologies, and best practices.
• Ensure high-standard across approach, methodologies, output, and actionable insight.
• Contribute to further evolving and elevating the research and insights within the bank.
• Coach, mentor and develop a successful research and insights team, elevating the capability and shaping a space for each individual to thrive, learn and grow.
• Lead and develop a global team of design researchers and insight analysts, fostering a culture of collaboration, innovation and excellence across time-zones and geographies

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

• You have extensive experience in a breadth of research methodologies and approaches (e.g., usability studies, contextual inquiry, surveys, quantitative and qualitative etc.).
• You don’t need to have a banking background but experience at navigating a fast-paced, complex organisation is essential.
• You have strong leadership experience, both managing a team of between 10-20 researchers and the demonstrable experience of leading multiple projects simultaneously successfully.
• You are a thought leader on research and insights best practice across all aspects of research (e.g., discovery, validation, benchmarking).
• You have a proven track record in shaping the right research to inform design decisions, ensuring an insights-driven approach from discovery through validation.
• You can confidently communicate research findings to influence strategy, inform product roadmaps and inspire stakeholders and cross-functional teams to be customer-centric.
• You create a culture that is inclusive, open to new ideas and motivates and empowers researchers to unleash their potential.
• You build effective relationships with people within Design and across the business