HSBC Group

If you are a UK or CIIOM based employee, please apply using the following link which will take you to our new Recruitment System: https://performancemanager.successfactors.eu/sf/jobreqpvt?jobId=8343&company=hsbcholdin&st=801ECFBCE0738E1E065979E2CB7DCB65AF9141A3

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.   

We are currently seeking an experienced professional to join our team in the role of Senior Customer Strategy and Insight Manager.

The Customer Strategy & Insight team sits within UK Customer and covers all lines of business (WPB, CMB) and brands (HSBC UK, first direct, M&S Bank). The team is responsible for understanding business needs and designing best-in-class research, data gathering, and insight generation to shape customer-focused strategies and drive growth.

This is a pivotal leadership role, accountable for setting the research agenda, leading and developing a team of insight professionals, and elevating how we translate insight into action. You will work closely with senior business leaders to define strategic priorities, anticipate customer needs, and influence decision-making at the highest levels, specifically focusing on Advocacy and Customer Experience.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

• Create a high-performing, innovative insight function by fostering experimentation, adopting new methodologies, and embedding continuous improvement
• Define research priorities aligned to business objectives, ensuring insight directly drives customer experience improvements and commercial outcomes (e.g., NPS, retention, conversion)
• Design, oversee, and quality-assure complex research programmes (i.e. NPS), incorporating quantitative, qualitative, and behavioural research methodologies, while integrating multiple data sources to provide a cohesive, outside-in view of customers and markets
• Generate actionable insight and foresight to shape strategy, anticipate market shifts, and deliver measurable impact such as improved satisfaction, cost efficiencies, or revenue growth
• Advocate for distinctive experiences across the business, challenging stakeholders to design interactions that deepen trust, strengthen relationships, and build brand affinity
• Embed customer-centric decision-making by shaping OKRs and KPIs, and represent the voice of the customer at senior governance forums to ensure strategy remains grounded in customer needs and market realities
• Lead, inspire, and develop a high-performing team of insight managers, while managing budgets and external partners to deliver efficient, strategic, and sustainable outcomes.

To be successful in this role you should meet the following requirements:

• Proven senior leadership in customer research, insight, or strategy, with a strong track record of embedding insight into decision-making and driving cultural change toward customer-first thinking
• Experienced people leader, skilled in coaching, developing talent, building succession pipelines, and fostering a high-performing, inclusive team culture
• Deep expertise in advanced research methodologies, including quantitative, qualitative, data modelling etc, with the ability to challenge, elevate, and innovate research approaches
• Demonstrable business impact, delivering measurable outcomes such as increased NPS, improved retention, higher conversion, cost optimisation, or revenue growth
• Exceptional communicator and storyteller, able to distil complex, multi-source data into compelling narratives for senior stakeholders and governance forums
• Strategic and future-focused mindset, connecting macro trends, competitor intelligence, and customer behaviour to generate forward-looking insight while managing multiple high-impact projects, budgets, and suppliers in agile environments

This role is based in Birmingham, Leeds, Sheffield or Chester.

If you are an HSBC Contractor and wish to apply to this role, click here. https://career2.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=8343&company=hsbcholdin&st=801ECFBCE0738E1E065979E2CB7DCB65AF9141A3

 To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted  by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser - https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26targetStudentSysGUID%3d%26actingAs%3d%26fromSF%3dY&company=hsbcholdin

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500.

You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).