Customer Experience Research Manager

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 Experience Research Manager

Principal responsibilities

• Aggregating existing research, data and trends into useful and actionable outputs
• Planning, conducting and synthesising qualitative research activities to inform decision making on CX strategy and digital design projects.
• Collaborating with product teams to map assumptions and hypotheses about customers and their needs and create research briefs.
• Prioritising with CX and product stakeholders to build and maintain a research backlog.
• Assist in 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.
• Ensuring data is managed in line with HSBC policies and ethical practice.
• Managing resources to achieve business targets / objectives.
• Show agility and creativity in integrating design research into the work, simultaneously offering critique and new possibilities based on reasonable constraints.