Job description

As an integral part of the team, the Customer Research team will be tasked to support the Pan-China business to develop deep client insight across pre design, during design and post implementation phases and enable truly customer-centric delivery and continuous optimization.

We are currently seeking an experienced professional to join our team.

In this role, you will:

Ø  Have a clear understanding of Pan-China WPB business objectives, growth drivers and pain points

Ø  Enable the wider Pan-China WPB team to develop a deep understanding of our customers; their hopes, dreams and ambitions as well as their needs and challenges to ensure delivering the right propositions and the right service experiences and focusing on the right areas for the future.

Ø  Design, deliver, implement and communicate customer insight and research for pre-design and during design phases, in a rapid agile manner

Ø  Create tools and techniques to rapidly get feedback from both clients as well as frontline, including but not limited to customer communities, frontline communities, A/B testing etc to feed into design and development cycles

Ø  Be able to support a wide range of insights techniques, supporting external benchmarking, brand assessment, exploratory research, social analyses to digital experience and usability testing.

Ø  Deploy client experience assessment tools including NPS and mystery shopping and design these tools to ensure the right client sets/journeys are being focused on with meaningful insights and analysis

Ø  Work with wider stakeholders to ensure NPS is in their scorecards and provide continuous NPS tracking

Ø  Work with agencies as required to execute above

Ø  Liaising as appropriate, with Global and Country Insurance, Marketing and CS&I colleagues, to make recommendations.


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

Ø  Customer insight, analytical and statistical experience with ability to initiate and use market and customer insight strategically to drive change

Ø  Good understanding of the insurance/wealth market with previous

Ø  Good communication and presentation skills

Ø  Good relationship building and stakeholder management skills

Ø  Good project planning and management skills

Ø  Self-motivated to cope with the demands of a multi-geography environment

Ø  Good understanding of technology developments and emerging consumer and industry trends.

Ø  Ability to work on multi-function projects demonstrating excellent relationship building skills

Ø  Ability to be a self-starter with energy and drive in a challenging and dynamic environment

Ø  Able to influence at an executive and senior level and lead cross functional teams to drive improvement

Ø  Capabilities of various insights techniques to support varying business research needs, from deep customer immersion exploratory research to digital usability testing, and able to recommend and steer research approach to obtain desired business outcomes

Ø  Degree level qualification in marketing and/or business studies preferred

Ø  Minimum 5 years’ market research experience

Ø  Experience of market research or customer experience in a financial services organization beneficial but not essential

Ø  Mandarin skills a must

 You’ll achieve more when you join HSBC.


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Issued by HSBC FinTech Services (Shanghai) Company Limited