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=7969&company=hsbcholdin&st=F2F68FF92175062082D2A7F64C18D85C7C741EEA

This highly dynamic and strategic team drives improving the customer experience within UK front-line query management teams by understanding the current landscape, identifying opportunities and helping drive implementation of improvements. The team will help to drive the overall customer experience strategy within the UK by making our frontline teams more empowered to help the customer. 

Reporting into the Head of CMB CQM CoE, and the team will work with UK CMB query management teams, Microsoft Dynamics change team and UK CMB customer team, using insights and feature implementation to drive effective change within the query management servicing model.

In this role you will:

•    Build an understanding of current usage of email within UK CMB query management teams and co-ordinate and manage implementation for UK CMB query management teams
•    Lead stakeholder engagement for the relevant area to ensure we are closely connected with teams being delivered to
•    Develop an understanding for data contained within relevant platforms and formulating an approach to leverage this data into meaningful change drivers and driving activities around the embedment of change ensuring required outcomes are achieved
•    Tracking changes, through understanding and producing baseline numbers and tracking implementation of change delivering PIRs for key deliveries
•    Integrate data from separate platforms to assist the team in producing a cross-platform view of customer experience and translate complex data into clear, actionable insights tailored to internal stakeholders and develop and document processes and technical guidance for reusable analytics.
•    Design and maintain insight tools (e.g. LookerStudio dashboards, Excel reporting packs) and contribute to strategic projects like the Genesys Cloud migration and Cloud Data Warehouse enablement.
•    Creating and communicating change ensuring both technical and sensitive information is understood and driving activities around the embedment of change ensuring required outcomes are achieved while ensuring high standards of data governance, accuracy and compliance
•    Supporting change initiatives and escalating any concerns, and, understanding feedback from both customers and colleagues and owning changes to support continuous improvement
•    Mentor the Insights Managers and support their development.

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

•    Previous experience of working in change/implementation role and working with analytical insights with proven experience of embedding of technology within teams with evidence of continued engagement driving usage
•    High level of drive and motivation to ensure delivery of UK CMB business change, performance metrics and analytics effectively, accurately, and in a timely manner
•    Strong banking and business performance background and proven ability in business performance metrics, analytical reasoning / disciplines, including being able to challenge operational data with related stakeholders and understand the underlying business rationale and / or root cause.
•    Strong understanding of organisational analysis and analytical approaches across varying types of servicing models with analytical reasoning and excellent problem solving ability in complex ambiguous situations.
•    Strong interpersonal skills with the ability to develop relationships, collaborate with and influence people across the organization, geographies and cultures with proven ability to articulate complex issues concisely and in simple language both verbally and in writing.
•    Assertive with the ability to work with others to ensure delivery within the required timelines and strong planning and organization skills with proven ability to meet deadlines

This is a hybrid role based from either Birmingham, Swansea or Leicester.

For queries relating to the role, please contact the Hiring Manager : cameron.s.obrien@hsbc.com

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 - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, 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).