HSBC Group

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Customer Research and Testing Lead

Principal responsibilities

• Championing the customer and managing insights, Aggregating existing research when new work is started, Centrally managing insights generated by the team.
• Becoming a source of knowledge of all things customer, Advocating customer research and testing, Promoting the need for research and testing
• Driving demand of research and testing and securing budgets for research, Collating and share success stories of research to generate buy-in from the organisation,Tracking and measuring the impact of research activities and ensuring insights are actioned.
• Coaching and delivering training to non-researchers to understand the differences in different research approaches and participating in design research activities to ensure valid conclusions are made.
• Managing research operations for the CX team, Managing resources to achieve business targets and objectives.
• Managing other design researchers and supporting community knowledge sharing and development activities and leading on initiatives to continue to strengthen the design research discipline within HSBC.
• Defining and operationalizing research processes to enable efficiencies across all CX workstreams.
• Work within risk and compliance procedures to ensure risks are identified, assessed and appropriate mitigations and controls are put in place, Delivering research to a high standard, Driving good research standards
• Leading assumption and hypothesis mapping activities with stakeholders to capture and prioritise research questions, inform research strategy and enable efficient planning and propose solutions beyond initial objectives and requirements.
• Planning, conducting and synthesis of qualitative research activities to inform decision making on CX strategy and digital design projects through the design lifecycle.
• Scoping quantitative research and when needed creating and analysing basic survey responses, Creating actionable outputs (insights), Responsibility for quality of all testing conducted

• Graduate degree in Cognitive Psychology, Anthropology, Sociology, Cultural Anthropology or related degree desirable.
• At least 5 years practical experience in at least 2 of the following Design research specialisms (Behavioral economic and behaviour change; Anthropology/ethnography; Co-creation UX/Usability research; Quantitative research and statistics; Eye-tracking; Data science)
• Experience of conducting remote research and facilitating activities with remote teams in different time zones, B2B and/or internal research projects throughout the design lifecycle, interpretation of quantitative data sources, such as A/B testing, feedback surveys and analytics.
• Knowledge of a wide range of qualitative and quantitative research methodologies and able to help teams scope, plan and conduct research activities within the constraints of the project.
• Experienced at managing insights and research data ensure they remain accessible and useful and creating tools and artifacts to build empathy, ensure insights are actioned and ensure needs are understood throughout the customer journey.
• Experienced at mapping assumptions and hypotheses and managing a backlog of research questions and able to facilitate group analysis and interpretation of findings.
• Strong listening and observation skills and proven ability to provide research advice to product teams and coach and educate others in design research.
• Experience of Strong written and oral storytelling and communication skills to help teams understand and act on research findings and identify solutions
• Experience of creating materials and ability to deliver effective presentations to senior stakeholders, coordinating a diverse suite of stakeholders to gain alignment and sign off as needed,working within risk and compliance procedures to ensure risks are identified, assessed and appropriate mitigations and controls are put in place.
• Strong organisation skills and able to prioritise and handle multiple on-going assignments.

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

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