Job Description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we\xe2\x80\x99re leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have. Some careers have more impact than others. If you\xe2\x80\x99re looking for a career where you can make a real impression, join HSBC and discover how valued you\xe2\x80\x99ll be. Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world\xe2\x80\x99s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC\xe2\x80\x99s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers\xe2\x80\x99 needs. We are currently seeking an ambitious individual to join our Wealth and Personal Banking team in the role of Market Research and Voice of Customer Insights Manager working together with colleagues to define, manage and achieve divisional business targets.
Responsibilities: 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 Malaysia\xe2\x80\x99s Customer and Marketing team. The function focuses on understanding present and future customer needs, competitor landscape, identification of market opportunities, understanding customer sentiments and affinity of the brand through voice of customers in order to support the development and execution of business strategies and 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. Key responsibilities include:

• Manage all external research and agency ecosystem to drive improved customer insights to HSBC Malaysia in Wealth and Personal Banking (WPB) space.
• Drive robust research designs and in-depth analysis, shaping research work streams and Trackers to ensure that they deliver on business objectives and influence business/marketing decisions.
• Manage recurring customer insight programmes including customer satisfaction metrics and trends as well as developing programmes to generate foresight
• This role is part of Customer and Marketing team, focusing to support the strategic and revenue growth priorities in Malaysia for WPB, working in conjunction with Group teams.
• The role holder will deliver this through proven knowledge of the supported business areas, demonstrating sound understanding of external (e.g. technological innovation) and internal factors impacting the business and customer needs both now and in the future, an ability to manage complex stakeholder relationships across a matrix.

The role holder must support achievement of the HSBC vision, values, goals and culture in personal behavior, actions and decision making.
Requirements
Key requirements:

• Bachelor\xe2\x80\x99s Degree (Social Science, Business Administration, Marketing preferred).
• Extensive working experience in customer Insights / Strategy / Customer experience a must; this experience supplemented with market research agency experience or similar is preferred
• Experience of market dynamics in finance, banking industry preferred;
• Experience in conducting analysis of Ad Hoc & Continuous data sources (Brand Health Trackers and in market share trackers; assessment of data quality). Extensive experience in building compelling insight from multi-data sources to influence business decisions.
• Good presentation and communication skills
• Demonstrated ability to work and influence cross functionally, and experience in cross function teams.
• Strong team player, with proven ability to work on multi-function departments such as marketing, business teams and external agencies.

Accountabilities for Business, Customers and Stakeholders:

• Support the AOP Plan primary and secondary research ensuring alignment across all business line plans. Support the development and socialization of best-in-class approaches to brand and market insights, campaign measurement, attribution and customer satisfaction performance measures.
• Proactively connect with Business, Propositions, Customer Experience, Marketing and Data & Analytics partners to develop and execute research programmes and ensure that Insights are driven into action in building business plans, activities, products, propositions and country prioritization.
• Manage the design and delivery of primary research for all lines of business and all channels: respond to briefs from the business/functions with the optimum solution, using established and new methodologies, to generate actionable insights to time and budget. Complement global / regional research with more granular market level audience understanding and application of Insights work locally.
• Manage and maintain an active community and a research calendar that leverages local programmes to inform impactful regional and global learnings.
• Serve as a key point of contact with Group Insights team and Business teams for research.
• Ongoing prioritization of research initiatives to align with evolving Business requirements
• Manage external, Group and local agency relationship, vendor management and delivery: produce reports and presentations that inform stakeholders and add to our knowledge of the customer and market.

KPIs will include, and not restricted to:

• Design and development of customer insight programmes that support business and brand equity growth
• Driving insights into action - Improved Brand affinity, market share, marketing plans (higher ROMI), Customer Experience (CX) outcomes. [NPS/ CSAT]

Leadership & Teamwork:

• Develop and maintain relationships with market research/insight/data suppliers, evaluating and measuring their effectiveness
• Collaborate with Group Insights team and leverage different expertise and toolkits in building a holistic Insights agenda

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation needed will be prioritized. You\xe2\x80\x99ll achieve more when you join HSBC. www.hsbc.com/careers HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Malaysia Berhad