Digital Analyst

Job description

· Responsible for undertaking the definition of ‘best in class' digital channel propositions for Public Website, Internet Banking, Sharedealing and Mobile (including future channels/devices. Undertake detailed analysis to translate concepts and/or business requirements in to digital propositions as part of User Centred Design in conjunction with COE Design Team. Support markets with all activity to onboard onto strategic platforms and adopt new features.
· Operate as required across the Pipeline, Requirements and Release management verticals supporting convergence and reuse across the Americas
· Own analysis activity for small to medium sized well defined initiatives and contribute to larger programmes.

Impact on the Business

· Undertake in depth ‘As Is : To Be' analysis to drive out ‘best in class' sales and service digital channel experience (multi brand ethos to support replication) underpinned by data, for both manufacture and deployment.
· Production of the Digital Analysis document set as part of User Centred Design activity in line with committed timescales and methodology, securing approval from stakeholders as required.
· Input to Business Case preparation, providing context and data to underpin assumptions.
· Supporting the delivery production line (development, testing and implementation) ensuring digital deliverables meet business requirements and are fit for purpose to release to customers.
· Contribution to the delivery of all flagship Group Transformation Programmes specifically for the Digital channel.

Customers / Stakeholders

· Global, Regional and Local Digital teams, CVM and Digital Marketing teams across all brands
· Legal, Compliance, Information Security, Fraud, Data Security
· Transformation/SWD
· 3rd Parties

Leadership & Teamwork

· Highly collaborative working with COE Design team to co-author UCD deliverables in line with appropriate methodology.
· Indirect leadership (support/coaching) for less experienced team members
· Highly collaborative working with SWD teams within COE contributing to optimized end to end process.

Operational Effectiveness & Control

· Quality Control
· Adherence to Digital COE governance structures
· Identification of key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate.

Major Challenges

· Ensuring that all HSBC RBWM services offer standout customer experience and fully deliver on our brand promise.
· Provision of common global solutions while recognising that local regulations and customs will require the service to be tailored. Even where local regulation and customs tailor the service accordingly, the service quality HSBC offers will be to the same standard across the world.
· Provide market-leading, compelling digital services that can leverage our global scale and distribution network. With increased connections between our businesses around the world, the aim is to take us from a collection of locally orientated propositions to one global set. These are delivered locally, according to globally defined standards, but with a local flavour, to enable us to compete and lead in the markets we choose to be in.
· The Analysis discipline is a critical component in the delivery chain for three principal reasons: a) to ensure that customers will use and will report high levels of satisfaction when using digital sales or service functionality, b) to protect the bank and ensure that all regulatory and reputational dimensions are incorporated and c) to ensure that technical solutions deliver to customer need and that operational areas are prepared to support implementation.
· We need to continually improve to accelerate time-to-market and optimize ROI. The Digital Analysis function will support this goal by designing regional, multi-brand, multi-channel propositions at the outset enabling the replication of solutions.

Role Context

· COE model – Extent/remit of the role
· Extending the COE to regional level changes the organizational and commercial model, as the team are contracted to provide services back to the brands/In country digital teams.
· As the model evolves globally governance structures will be established to ensure the adoption of best practices across the global Digital COE Community
· The role holder is responsible for the customer experience delivered by the Digital Sales and Servicing journey in Region, integrating the digital journey into a multi-channel journey.
· This member of the Digital COE may be based in any major geography.
· Primary interactions will be with two broad groups: (a) Within the COE Team itself (b) With Regional Business and Project Teams

Management of Risk

· The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.
· The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
· This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
· Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

· The jobholder will also adhere to and be able to demonstrate adherence to internal controls. 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.
· The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.
· This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.

Desired profile

·  Very strong analytical ability and problem solving skills - excellent attention to detail and the ability to see things through to completion. The ability to quickly understand customer and operational considerations, e.g. risk.
·  High levels of resilience and self motivation – able to self manage and deliver to committed timescale.
·  Highly developed communication skills, both written and verbal, to explain complex or technical issues.
·  Awareness of User Centred Design methodology
·  Adaptive – the ability to approach things differently or do different things to deliver goals.
·  Experience of process improvement and LEAN thinking methodologies
·  The ability to make clear judgments based on a range of factors, e.g commercials, risk, customer experience; determine the implications and make recommendations as needed. Comfortable in identifying the data needed to justify decisions and presenting this accordingly
·  Good relationship management skills to satisfy a wide range of internal and external customers with conflicting priorities.
·  A strong team player – highly collaborative recognizing their specialized role in a larger programme of work and acknowledging other areas/individuals roles and responsibilities.

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