UX Researcher

Job description

Role Title: UX Researcher

Business: Digital

New or Existing Role: New

Grade: GCB6

Role Purpose
· Ensure the work is grounded in a deep and contextual understanding of what matters to the people we are designing for. The contributor is a reliable source of getting the work done.Responsible for the design research projects.
· Show agility and creativity in integrating design research into the work, simultaneously offering critique and new possibilities based on reasonable constraints.
· Works collaboratively with other teams to support design research efforts.
· Ensures that design research across the project is scoped and supported appropriately.
· Active member of the research community and key contributor to help establish best practices and processes

Key Accountabilities

Impact on Business

· Assume responsibility for the delivery of design research projects Help to evolve the Design Research practice, pulling in state-of-the-art methods from external and internal expertise.
· Ensure data is managed in line with HSBC policies and ethical practice.
· Actively collaborate with teammates on research activities.

Customers / Stakeholders
· Stakeholders include, but not limited to the following:
· HSBC customers, consumers & businesses
· Design leadership team mobile
· Product management team mobile
· HSBC customer-facing staff
· All functional teams
· Technology team
· All Risk and legal Teams
· Marketing


Leadership & Teamwork

· Team player
· Demonstrates a collaborative approach to problem solving
· Strong Collaboration within the other HSBC product teams

Operational Effectiveness & Control

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Where relevant:

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Regular review to identify key risks, issues and interdependencies.

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Determine and apply appropriate mitigation strategies.

· Ensure an equal and balanced focus is maintained on operating and regulatory risks and ensure the Virtual Management Team positively identifies and mitigates these in a manner that protects the Brand.
· Ensure regular and positive engagement with key support functions such as Risk, Compliance and HR to ensure alignment of policies and plans necessary to deliver a demanding transformation benefit target.
· Implementation of Global Standards, Financial Crime Compliance and Risk considerations in an aligned manner within the context of the RBWM strategy through operational practice and planned activity

Major Challenges
· Working under pressure, flexibility to redesign solutions in the face of ongoing change and iterative development, coordination of a diverse suite of stakeholders.
· HSBC has evolved over its 150 year history and its adoption of electronic channels can be seen as important as the development of the business in emerging countries. Achieving a leading position in this aspect of Financial Services will take a number of years requiring the development of new capabilities and competencies with which the Mgmt. of the bank and the current culture is largely unfamiliar.
· Ensuring that all HSBC RBWM services offer outstanding Digital customer experience and fully deliver on the brand promise and a coherent Digital Strategy.
· Provide market-leading, compelling Digital product experiences that can leverage the global scale and distribution network. With increased connections between businesses around the world, the aim is to take HSBC from a collection of locally orientated digital experiences to one global set across the bank.

Role Context
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The role will sit within the Smart Channels Experience Design team. Key objectives and governance of the deliverables in this role will be agreed by UX Research Lead.

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This role holder will be expected to operate within the Smart Channels Experience Design team

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Responsibilities will include collaboration with several cross-functional working group teams in parallel.


Role Dimensions
· N/A

Management of Risk
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Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

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Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls

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Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulators

Desired profile

Qualifications :

Knowledge & Experience / Qualifications

·  Relevant industry experience and qualifications
·  can demonstrate working knowledge of qualitative and/or quantitative research methodologies
·  Understands customer-centric approaches
·  Understands user friendly concepts
·  Passion and enthusiasm
·  Ability to embrace new technologies and learnings
·  Demonstrates a collaborative approach to problem solving
·  Ability to communicate effectively with colleagues, clients, and partners.
·  Comfort with ambiguity yet unstoppable drive to create order out of chaos.
·  Working knowledge of all aspects of design research: recruiting processes; scheduling and
·  logistics; protocol development; interviewing and moderating; analysis and framework development; video compilations; research deliverables.
·  Passion for evolving design research methods; flexible in approaches to see opportunities
·  for design research where others might see constraints.
·  Strong command of English (both verbal and written) a must
·  Ability to work with many parties both internal and external to the bank
·  Desirable: experience with remote research methods and tools.

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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