Customer Research Manager 客户洞察经理, Fintech - Shanghai, 中国 - HSBC

HSBC Shanghai, 中国

发现在: Talent CN S2 - 1周前

Permanent - 全职

描述

As an integral part of the team, the Customer Research team will be tasked to support the Pan-China business to develop deep client insight across pre design, during design and post implementation phases and enable truly customer-centric delivery and continuous optimization.

We are currently seeking an experienced professional to join our team.

In this role, you will:

ØHave a clear understanding of Pan-China WPB business objectives, growth drivers and pain points

ØEnable the wider Pan-China WPB team to develop a deep understanding of our customers; their hopes, dreams and ambitions as well as their needs and challenges to ensure delivering the right propositions and the right service experiences and focusing on the right areas for the future.

ØDesign, deliver, implement and communicate customer insight and research for pre-design and during design phases, in a rapid agile manner

ØCreate tools and techniques to rapidly get feedback from both clients as well as frontline, including but not limited to customer communities, frontline communities, A/B testing etc to feed into design and development cycles

ØBe able to support a wide range of insights techniques, supporting external benchmarking, brand assessment, exploratory research, social analyses to digital experience and usability testing.

ØDeploy client experience assessment tools including NPS and mystery shopping and design these tools to ensure the right client sets/journeys are being focused on with meaningful insights and analysis

ØWork with wider stakeholders to ensure NPS is in their scorecards and provide continuous NPS tracking

ØWork with agencies as required to execute above

ØLiaising as appropriate, with Global and Country Insurance, Marketing and CS&I colleagues, to make recommendations.

Requirements

To be successful in the role, you should meet the following requirements:

ØCustomer insight, analytical and statistical experience with ability to initiate and use market and customer insight strategically to drive change

ØGood understanding of the insurance/wealth market with previous

ØGood communication and presentation skills

ØGood relationship building and stakeholder management skills

ØGood project planning and management skills

ØSelf-motivated to cope with the demands of a multi-geography environment

ØGood understanding of technology developments and emerging consumer and industry trends.

ØAbility to work on multi-function projects demonstrating excellent relationship building skills

ØAbility to be a self-starter with energy and drive in a challenging and dynamic environment

ØAble to influence at an executive and senior level and lead cross functional teams to drive improvement

ØCapabilities of various insights techniques to support varying business research needs, from deep customer immersion exploratory research to digital usability testing, and able to recommend and steer research approach to obtain desired business outcomes

ØDegree level qualification in marketing and/or business studies preferred

ØMinimum 5 years' market research experience

ØExperience of market research or customer experience in a financial services organization beneficial but not essential

ØMandarin skills a must

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