As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution. Our Commercial Banking business serves over a million customers across more than 50 markets, ranging from small enterprises focused primarily on their home markets, through to corporates operating across borders. Whether it is working capital, term loans, trade finance or payments and cash management solutions, we provide the tools and expertise that businesses need to thrive. As the cornerstone of the HSBC Group, we give businesses access to a geographic network covering more than 90% of global trade and capital flows. We are currently seeking an experienced individual to join this team in the role of Senior Customer Insights Manager, Analytics. HSBC are accelerating plans to transform, building on agility, innovation and customer centricity as we become a bank fit for the future. This role is part of the Customer Insight (CI) team within Customer Intelligence and Business Development (CIBD) team within CMB Chief Commercial Office (CCO). The function focuses on understanding present and future customer needs, identification of market opportunities, and gathering the insights necessary to inform the development and execution of product development, marketing strategies, and other programmes. The ultimate goal is to drive improvements in HSBC brand equity and contribute to customer growth, revenue growth, increase customer value and satisfaction in order to meet agreed objectives and key results In this role, you will: • Manage data and analytics capabilities within insight team, insights tools, data from first party research to bring more effective and efficient customer insights to HSBC and support the development of best-in-class insight analytics capability that demonstrates the value of customer centricity • Partner with wholesale data and analytics teams and with external vendors on sophisticated measurement and analysis toward more effective insights to measure & improve customer experience, design & develop products, and propositions. • Helping to shape Customer Centric activity (proposition development, segmentation, communications) by providing an understanding of the customer and thorough focused data analysis, • Supporting business performance management through the delivery of customer metrics and market/competitor benchmarking and proactively flag issues and pain points identified through analysis of customer / colleague feedback • Capture assumptions and hypotheses about customers and their needs, prioritising with stakeholders and understand, incorporate complex technical and business requirements into data analysis • Inform key business priorities and initiatives with recommendations for actions which reduce customer dissatisfaction, increase engagement, reduce cost to serve or increase revenue. • Understanding and continuously building knowledge on how customers behave and interact with our channels and products with an appetite to build knowledge of business lines and proposition customer segments quickly Requirements To be successful in this role you should meet the following requirements: • Experience in data sciences projects utilizing structured and unstructured data treatments and a working knowledge of Python and Dash to build Analytics Data products • Knowledge of Statistical Modelling techniques, Natural Language Processing and Deep learning models with expertise in Python and strong knowledge of different available packages in above mentioned subjects. • Proficiency in handling data management, data processes, and data flow within systems utilizing Hadoop. • Ability to distil complex business and customer environment into simple, strategically sound and insight led stories. • Ability to work in an agile cross-functional team demonstrating excellent relationship building skills and experience with market research data analysis and visualization. The location for the role will be London. We believe that being open to a range of perspectives and cultures is vital for our business. We work hard to ensure our diverse and inclusive workplace reflects the communities we serve. We want everyone to achieve their potential - regardless of their gender, ethnicity, disability, religion, sexual orientation or age. If you have a different way of seeing the world, we are interested in hearing from you. Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse. If you'd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk: Email: hsbc.recruitmenthsbc.com Telephone: 44 207 832 8500.
