Customer Research and Testing Lead

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