Customer Research and Insight - HSBC - City of London - Wizbii

Customer Research and Insight

  • By HSBC
  • City of London (United Kingdom)
  • Marketing

Job description

Role Title: Customer Research and Insight

Business: Marketing

New or Existing Role? Existing

Grade: GCB5

Role Purpose

· The Global Marketing function supports the growth priorities of the Bank and strengthens the brand. It focuses on understanding customers to then develop and implement Marketing strategies, campaigns and activities. The function's role is to help increase customer value and satisfaction in order to meet growth targets at both a global, regional and market level. The function also ensures global consistency of the brand promise in customer communications across all Business Lines and channels to mitigate any brand reputation risk.

· This role supports all lines of business and is part of the Customer Strategy and Insight function (CS&I) whose purpose is to create and gather information - creating a deep understanding of our customers; their hopes, dreams and ambitions as well as their needs and challenges. CS&I shares that with our colleagues across the bank so that we develop the right propositions, design the right service experiences, invest in the right areas for the future and fix the things that are causing dissatisfaction. The function also has a lens that looks externally to understand not just our customers, but the wider world in which they live in and the social and economic changes that might influence how they and we operate in the future.

· The Customer Strategy & Insight Manager will be located in London. This role holder will deliver, implement and communicate customer insight and research across the four lines of business within HSBC: Retail banking & Wealth Management, Commercial Banking, Global Banking & Markets and Global Private Bank.

· Specifically the role holder will contribute to the development and implementation of strategy through analysis of performance and assessment of the current offerings, liaising as appropriate, with Global and Country Marketing and CS&I colleagues, to make recommendations. They will also support the delivery of customer centric initiatives by understanding what matters most to customers briefing and managing research to support the development of new products and propositions and marketing communications. The role holder will support Marketing to respond proactively and appropriately to the challenges set by the business lines, making them aware of customer needs, opportunities and constraints in the economic, regulatory and competitive environment.

Key Accountabilities

Impact on Business

· Helping to shape Marketing activity (proposition development, segmentation, communications) by providing an understanding of the customer and thorough focused research and insight,

· Identifying opportunities to drive improvements in the customer experience and hence increase customer satisfaction, engagement and retention

· Supporting business performance management through the delivery of customer metrics and market/competitor benchmarking

Customers / Stakeholders

· Ensure the voice of the customer is heard across all marketing and business-led initiatives.

· Managing good working relationships with market research suppliers

· Proactively flag issues and pain points identified through analysis of customer / colleague feedback

· Inform key business priorities and initiatives with recommendations for actions which reduce customer dissatisfaction, increase engagement, reduce cost to serve or increase revenue.

· Understanding and continuously building knowledge on how customers behave and interact within the digital space and other touch points/channels.

Leadership & Teamwork

· Enabling constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action

· Appetite to build knowledge of business lines and proposition customer segments quickly

· Support the achievement of the HSBC vision, Values, Goals and Culture in personal behaviour, actions and decision making

· Proactive approach to seeking external best practice, monitoring market developments, sharing knowledge internally and encouraging others to do the same

· Challenging actions and behaviours that are not consistent with diversity and inclusion and/or the best interests of the business and its customers

· Acting as a role model, leading by example in a manner that motivates and inspires colleagues

· Demonstrate commercial acumen and customer centricity

· Growing a network within Marketing and the wider business to successfully deliver strategies and solutions cross teams.

Operational Effectiveness & Control

· Provide input as required into the product approval process for priority propositions under development

· Recommending and developing changes and improvements to operating models, procedures and practices based on own expertise and understanding of HSBC and market best practice

· Adherence to HSBC policy and procedures in order to ensure operational, financial and procedural compliance

· Contributing to the development and maintenance of a Marketing management information, analysis and reporting framework that supports and informs timely and effective business management and decision making.

· Contributing to the implementation and monitoring of Marketing policies, governance frameworks, procedures and standards to ensure the effective risk management and regulatory compliance.

Role Dimensions

· Customer insight, analytical and statistical experience with ability to initiate and use market and customer insight strategically to drive change

· Strong communication and presentation skills

· Strong relationship building and stakeholder management skills

· Strong project planning and management skills

· Self-motivated to cope with the demands of a multi-geography environment

· Good understanding of technology developments and emerging consumer and industry trends.

· Proven ability to work on multi-function projects demonstrating excellent relationship building skills.

· Proven ability to be a self-starter with energy and drive in a challenging and dynamic environment

· Experience of market research or customer experience in a financial services organization beneficial but not essential.

Management of Risk

· Provide input as required into the product approval process for priority propositions under development

· Recommending and developing changes and improvements to operating models, procedures and practices based on own expertise and understanding of HSBC and market best practice

· Adherence to HSBC policy and procedures in order to ensure operational, financial and procedural compliance

· Contributing to the development and maintenance of a Marketing management information, analysis and reporting framework that supports and informs timely and effective business management and decision making.

· Contributing to the implementation and monitoring of Marketing policies, governance frameworks, procedures and standards to ensure the effective risk management and regulatory compliance.

Observation of Internal Controls

· The jobholder will adhere to, and be able to demonstrate adherence to, internal controls and will implement the Group compliance policy by adhering to all relevant processes/procedures.

· The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.

Seeked profile

Qualifications :

· Degree level of qualification (in marketing and/or business studies beneficial but not preferred)

· Minimum 3-5 years broad based commercial experience, with a Financial Services institution beneficial but not preferred

· Minimum of 3 years market research experience, in an agency or client-slide organisation

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.

https://www.hsbc.co.uk/1/2/popups/uk-privacy-statement#/ overview

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About HSBC

HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.

1694 vacancies open at HSBC

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