Digital Insight Activation Specialist - 12 month Fixed Term Contract

Job description

The role of the Digital Insight Activation Specialist - 12 month Fixed Term Contract is to work across Digital Marketing with functional teams (Digital Acquisition, Digital Messaging, UX and Optimisation, Customer Value Management, Marketing, Contact Centres, Branch Network) to translate new digital insights with stakeholders into functional solutions and best performance execution plans [BPEP] that contribute to HSBCs digital goals.

Results of these solutions that are delivered into market will be tracked and evaluated, requiring collaboration with the Digital as a Channel (DaaC) Performance & Analysis team. The successful candidate will also work alongside insight activation colleagues within their own and other Regional Digital Centres of Excellence.

In addition, the role holder is expected to keep a watching brief on identifying new opportunities for insight development, potentially sourced externally from the organisation and to share where appropriate with peers and functional teams globally and in-markets.

Your responsibilities will include:

· Understanding HSBC Retail Banking and Wealth Management (RBWM) Digital commercial business strategy, working with analytics and functional areas to help identify, plan, deliver and validate initiatives that will drive RBWM's digital revenue, cost and business improvement
· Defining stakeholder management mapping for key programmes of work.
· Aligning and influencing both global and local stakeholders across specific project & programme matrices
· Establishing agreed KPIs with stakeholders in the design and implementation of activity
· Identifying and driving Best Performance Execution Plans examples
· Taking responsibility for their own effectiveness, development and results.
· Often acting as a Specialist or Subject Matter Expert; your contribution will often be as a technical/professional specialist in your field.
· Contributing to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.
· Determining solutions with stakeholder, through the use of various data points, that will significantly impact the business ability to drive engagement, revenue and/or materially reduce costs without detrimentally impacting customer experience

Developing business plans that:
· Execute solutions through categorisation and prioritisation of insights provided by the analytics team and other sources of data that are seen, heard, read or experienced which help illuminate consumer behaviour
· Gain an understanding of consumer behaviours which provide insight into potential commercialisation opportunities
· Size the total opportunity by market which will be determined based on the markets current position
· Create a feasible action plan where ownership and accountability is clearly defined for both internal and external stakeholders
· Ensure delivery of plan within agreed timescales / milestones with the global commercialisation and local business teams
· Track and capture results to feed into future discovery creating “best in class” ways of working to drive global metrics
· Become a Champion for change to inspire stakeholders, anticipating their future needs and facilitating a structure to deliver solutions
· Develop partnerships with internal stakeholders & external sources of potential illumination & insight
· Identify key risks, issues and interdependencies and providing appropriate mitigation strategies or escalating as appropriate

Desired profile

Qualifications :

The ideal candidate for this role will have the below experience and qualifications:

·  Identifying and articulating commercialisation opportunities and solutions across the Digital Customer Journey and Lifecycle
·  Proven ability to project managing digital marketing solutions across Digital Platforms and Offline Platforms (inbound and outbound) with Business Owners & Stakeholders
·  Recent previous customer facing digital business, such as e-commerce, financial services, retail, travel, internet gaming or gambling
·  Experience of using relevant software packages, i.e. Adobe marketing suite is desirable but not essential
·  Past working experience in a relevant role, i.e. Advanced use of Microsoft Office and using Digital Workflow Tools, such as Confluence or jira as well as Web Analytics tools
·  Digital Commercial Development or CRM campaign strategy or Digital innovation/project management or Customer Value Management
·  Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers
·  A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change
·  Ability to set and achieve challenging short, medium and long term goals which exceeded the standards in their field
·  Self awareness with confidence to work independently and take responsibility for own development
·  Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
·  Proven experience of successful project management, utilising relevant tools and techniques to ensure consistent delivery