Lead Digital Analyst

Job description

Accountable for leading complex digital analysis activities which facilitate the definition and delivery of best in class digital channel propositions for Public Website, Internet Banking and Mobile (including future channels/devices), from initial scoping through the whole development lifecycle through to post implementation support and measurement. Using regional and local market, customer and competitor insights to define and deliver digital propositions contributing to a global digital investment over 3 years under RBWM Transformation.

Lead analysis activity on complex, medium to large initiatives typically leading one or more digital analysts, providing direction, goal setting and owning quality control of output.
In addition the roleholder can have line management accountability for a team of Digital Analysts.

The Lead Digital Analyst will operate as required across both requirements and release management supporting convergence and reuse across the region and globally.

Impact on the Business

· Lead In depth analysis to drive out ‘best in class' sales and service digital channel experience (promoting convergence and reuse).
· The roleholder can have line management accountability for a team, in which case a proportion of their time (circa 20-30%) will be people focused rather than task focused.
· Contribute to the development of high performance Digital COE through support and coaching in analysis discipline/techniques in line with COE principles.
· Lead definition and scoping of analysis activity for new initiatives working with in country and global teams: identify current state, undertake gap analysis and progressing requirements.
· Provide deep and/or broad subject matter expertise.
· Oversee the production of the Digital Analysis deliverables as part of User Centred Design activity in line with agile methodology, meeting committed timescales and methodology, securing Approval from stakeholders as required.
· Contribution to the delivery of all flagship RBWM Transformation Programmes.
· Lead input to Business Case preparation, providing context and data to underpin assumptions.
· Source and interpret data/insight to underpin the design of digital services/ experiences, for both manufacture and deployment.

Customers / Stakeholders

· in country Digital teams, CVM and Digital Marketing teams across all brands
· Legal, Compliance, Information Security, Fraud, Data Security
· Change Delivery and SWD within COE and beyond
· 3rd Parties

Leadership & Teamwork

· Provide SME support and coaching for GCB6 Digital Analysts and where appropriate direct leadership of up to 8FTE
· Lead analysis activity across a portfolio of projects/initiatives.
· Collaborative working with business partners (In country Digital teams, Change Delivery, CVM, Marketing, Operations, HOST) & across other regional Digital COEs)
· Indirect leadership of resources and specialists across other functions and organizations (where work is outsourced).

Operational Effectiveness & Control

· Oversee Quality Control in output
· 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 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 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 a regional structure 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.
· Support and engage with cross-functional and market teams with no direct line responsibility for those individuals
· The Regional/Global nature of the COE is likely to necessitate some international travel for meetings with stakeholders and occasional workshops lasting multiple days. When operating from the home country, some schedule flexibility will be required to allow for daily/weekly interaction with COE team members and project teams from all Regions via video and voice conference.
· 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

·  Strong Analytical ability and experience - excellent attention to detail, and the ability to work with complex data from a variety of sources, and to operate effectively where data is ambiguous or incomplete
·  The ability to quickly understand customer and operational considerations, e.g. risk
·  Awareness of User Centred Design methodology, sourcing of customer insight and importance of customer testing
·  Excellent understanding of project methodology, frameworks and best practice and in particular Agile
·  Subject Matter Expertise of channel, including technical, commercial, market place and customer considerations
·  Innovative – the ability to approach things differently or do different things to deliver goals
·  Commercial focus - capable of identifying and quantifying key business drivers to achieve business goals
·  Experience of process improvement and LEAN thinking methodologies
·  Highly developed communication skills, both written and verbal, to explain complex or technical issues
·  Pragmatic decision making skills, with 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.
·  Excellent relationship management and influencing skills to satisfy a wide range of internal and external customers with conflicting priorities
·  High levels of resilience and self-motivation
·  People skills with the ability to share own Subject Matter Expertise to coach and develop others
·  Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe).

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