HSBC Group

Purpose of the position: 

This role is part of the Customer Research and Insight team and owns the development, analysis, communication and effective implementation of customer insight and research across the market. This role its crucial driving brand positioning, providing insights to marketing team in order to drive marketing and brand strategy. 

Customers and Insights manager is focused on understanding the needs of our customers/prospects and audiences by listening to them through various mediums and using that knowledge to glean insight into segment, market and servicing differences that can enable the business to re-design product, process and proposition offerings, supporting them to achieve their business objectives This role is crucial in order to provide  knowledge within the competitive landscape and market position to provide a holistic view of customers and markets.

This role will be in charge of HSBC Customers Community in order ensure marketing, customers and UX efforts and decisions are customer focused.

Principal Accountabilities and Responsibilities: 

• Managing research requirements for the Global Business Lines, covering a wide range of areas including market and competitor benchmarking, proposition development, brand tracking and customer experience improvement
• Collecting and evaluating all research data and insight to make clear recommendations and define key actions for the relevant stakeholders across the business to enhance future Marketing and Business activities.
• Definition and development of the research required to support the business in evolving and delivering propositions that meet our customer needs and generate revenue. 
• Driving the understanding of customers by gleaning and reviewing their feedback, evaluating propositions and new ideas through quantitative and qualitative methods   
• Implementation, development and management of first HSBC Customers Community, performing and integrating surveys in order to ensure marketing and customers decision are focused on customers insights, putting the customer at the center of HSBC actions
• Driving an insight driven approach to marketing
• 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
• Working with regional research agency partners on the execution of regional market research projects
• Identifying and leveraging new & existing data sources (internal and external) to support research & insight outputs.

• Holders of this role are expected to demonstrate a good understanding of key trends and areas of innovation which influence the way we interact and engage with our external customers, internal stakeholders, and audiences. These should include digital marketing, new technology, Marketing Automation, Customer Relationship Management, Agile working practices, and data and analytical tools, and how this helps HSBC to be more customer centric.
• Minimum 4 years broad based commercial experience, ideally with a Financial Services institution or marketing research agencies.
• Minimum of 5 years marketing research experience in Research agencies or financial industry overseeing quantitative and qualitative studies from end to end.
• Thinking strategically to drive change.
• Numerical and analytical skills in order to achieve conclusions and insights that support business/marketing team to achieve its strategy and goals ensuring customer centric decisions.
• Customers Community platform management experience.
• Experience managing brand health indexes. 
• Customer experience optimization expertise developed and utilized more widely, particularly in strategic programmes and process change decision-making e.g. journey mapping, pain point analysis from VoC and other data, target touch point design, customer communications improvements.
• Able to influence at an executive level and lead cross functional projects to drive improvement.
• Fluent English (mandatory).

At HSBC we are committed to building a culture where all employees and customers are valued regardless of their gender, age, sexual orientation, ethnicity, disability, religious belief, background or any other different personal aspect.

HSBC employees act by showing integrity with courage, standing firm in what is right. We are trustworthy, we show different ideas and cultures and we are connected with customers, the community, regulators and each other.

At HSBC we are focused on guaranteeing gender equality and constant training for our employees, as well as protecting their labor and social rights.

“At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care”