Business Analyst E2E Customer Journey

Job description

Role Title: Business Analyst E2E Customer Journey

Business: Human Resources

New or Existing Role- New

Grade: GCB4

Role Purpose
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The principal responsibility of the Business Analysis job category is to lead and execute analysis activity for one or more programmes.

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The role holder may be located in a variety of areas of HSBC, they may also be located in projects as well as in established BAU teams. It is possible that the Business Analyst may work on multiple projects simultaneously.

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The End to End Customer Journey Business Analyst is responsible for ensuring that the Customer Experience is at the heart of all initiatives driving change and that through stakeholder enagagement and analysis all change supports evolution of the service and successfully aligns to the Strategic Priorities.


Key Accountabilities
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Responsibilities will include some or all of the following:

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Executes the analysis of change for the Customer Experience and HR Advisory arena; appeciating the customer end to end journey and subsequent impact of any change (i.e. handoff / touch points). Able to utilise an established network of stakeholders to mitigate risk and drive adoption where appropriate

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Ability to influence stakeholders (i.e. GSO's) in relation to proposed changes to improve the employee experience

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Works collaboratively with both the Business Analysts/Release Manager and HOST to drive adoption of new functionality - progression towards tollgates and subsequent completion / successful implementation

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Contributes to the monitoring and completion of new migration requests

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Supports the Customer and HR Enablement Lead with the prioritisation of all change initiatives

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Engages with teams internally within the Customer Experience & HR Advisory space leading ‘run the bank' activities (GCC / HR Advisory and Continuous Improvement Leads) as well as external parties driving or responsible for change (GSO's, Service Management, Design Authority)

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Provides expertise and is recognised as the point of contact for all Design Authority change requests; managing the governance of these and ensuring the impact to CE & HR Advisory teams is effectively communicated

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Understands the risk exposure from end to end of the customer journey and is competant at both challenging (where necessary re: any deviation to) and defining the strategic evolution of the service to ensure that this is not compromised, aligns to the Strategic Priorities and strives to constantly deliver continuous improvement

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Managing the capture, analysis and documentation of business process (including IT processes)

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Designing solutions or change interventions

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Oversee change management activities which can include diverse tasks such as timeline planning to stakeholder

· engagement
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Manage or collaborate in change interventions such as training and communication

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Tracking and documenting progress and managing status reporting

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Managing implementation of solutions

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Risk identification, risk reporting and devising interventions to mitigating risks

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Budget management and forecasting

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Management of external service providers

Desired profile

Qualifications :

The key skills/qualifications:

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Degree level in Business management, Business analytics or HR (or work level equivalent)

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Experience within financial services HR or an equivalent consultancy background

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Employee experience/Digital design within HR

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

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