Customer Insights and Design Research, Senior Manager, Customer Experience, WSB - Commercial Banking
Hang Seng
Central, Hong Kong Island, Hong Kong, Asia Pacific


The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC.

As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.

If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers prize diversity more than others.

If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success.

Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Commercial Banking serves millions of businesses ranging from small, to large corporates, providing commercial customers with a full range of banking services including Global Trade and Receivables Finance, RMB solutions, multi-currency business accounts, payments and cash management, and wealth management and insurance, , as well as a comprehensive range of financing solutions.

With dedicated Relationship Managers and Product Specialists providing local support and advice in over 60 countries and territories, HSBC helps connect customers to opportunities.

We are currently seeking a high calibre professional to join this team in the role of Customer Insights and Design Research, Senior Manager, Customer Experience.

Principle Responsibilities

  • Understanding and advocating for the customers and colleagues that experiences are being designed and developed for to ensure all HSBC products and services are easy to use and help businesses to thrive
  • Lead 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 throughout the design lifecycle
  • Scoping quantitative research and creating and analysing basic survey responses
  • Document and share existing and new research insights, data and trends to ensure they remain useful and actionable by the project team and wider organisation.
  • Visualize insights using appropriate artifacts

  • Track and measure the impact of research activities and ensuring insights are actioned
  • Creating a framework for insights to translate into tangible, measurable business value
  • Monitoring research budget usage and gaining additional budget approvals as needed
  • 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 other design researchers for 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
  • Managing resources to achieve business targets and objectives
  • Show agility and creativity in integrating design research into the work, simultaneously offering critique and new possibilities based on reasonable constraints
  • Requirements

  • Graduate degree in Cognitive Psychology, Anthropology, Sociology, Cultural Anthropology, Interaction Design or related degree desirable
  • Proven 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)

  • conduct international research including remote research and facilitating activities with remote teams in different time zones
  • Experience of conducting B2B and / or internal research projects throughout the design lifecycle
  • Experienced in 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 and other researchers to scope, plan and conduct research activities within the constraints of the project and connecting needs across projects to form broader programmes of work
  • 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 create and manage 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
  • Strong persuasion skills and lead on championing the value and importance of research withing the design thinking process, against resource, organisational and attitudinal challenges
  • 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 and coordinating a diverse suite of stakeholders to gain alignment and sign off as needed
  • Strong organisation skills and able to priortise and handle multiple on-going assignments
  • Able to work under pressure and show flexibility to redesign solutions in the face of ongoing changes
  • Experience within risk and compliance procedures to ensure risks are identified, assessed and appropriate mitigations and controls are put in place
  • To be considered for this role, the relevant rights to work in Hong Kong is required.

    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.

    Issued by The Hongkong and Shanghai Banking Corporation Limited.


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