Description:
This role is part of the Customer Insight (CI) team within the newly formed 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.
We are currently seeking an experienced individual to join this team in the role of Customer Insight Manager.
In this role, you will:
- Helping to shape Customer Centric activity by providing an understanding of the customer and thorough delivery of new customer research and collating existing insight
- Contribute to the development and implementation of strategy through analysis of performance and assessment of the current offerings
- Support the delivery of customer centric initiatives by understanding what matters most to customers, briefing and managing research to support the development of new products and propositions and marketing communications
- Support CCO to respond proactively and appropriately to the challenges set by the business lines, making them aware of customer needs, opportunities and constraints in the economic, regulatory and competitive environment
- Helping to shape Customer Centric activity by providing an understanding of the customer and thorough focused research and insight
- Identifying opportunities to drive improvements in the customer experience
Requirements
To be successful in this role you should meet the following requirements:
- Adaptable to work on a wide range of research tasks.
- Proficient with either qualitative and/or quantitative research skills and aware of when each should be used.
- Strong communication and presentation skills and able to demonstrate how to distil and summarise qual and quant data into a compelling narrative for different audiences.
- Strong relationship building and stakeholder management skills.
- Strong organisational, project and time management skills to deliver work to meet project deadlines and ensure essential details are not missed when working on multiple projects.
- Proven ability to be a self-starter with energy and drive in a challenging and dynamic environment.