Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • London


UX Research Lead : 0000DBP5

Role Title: UX Research Lead

Business: Retail Banking and Wealth Management

New or Existing Role: New

Grade: GCB5

Role Purpose

- Ensure the work is grounded in a deep and contextual understanding of what matters to the people we are designing for.
- Manage resources to achieve business targets / objectives
- Analyse problems and propose solutions beyond initial objectives or requirements
- Challenge requirements and thinking
- Owns Design Research as a discipline and a practice at project level.
- Establish best practices, evolve processes and cultivate community.
- Responsible for the design research projects.
- Show agility and creativity in integrating design research into the work, simultaneously offering critique and new possibilities based on reasonable constraints.
- Works collaboratively with other teams to support design research efforts.
- Ensures that design research across the project is scoped and supported appropriately.

Key Accountabilities
Impact on Business

- Assume responsibility for the overall quality of the Design Research team's work
- Help to evolve the Design Research practice, pulling in state-of-the-art methods from external and internal expertise.
- Ensure data is managed in line with HSBC policies and ethical practice.
- Actively collaborate with teammates on research activities.

Customers / Stakeholders

- Stakeholders include, but not limited to the following:
- HSBC customers, consumers & businesses
- Design leadership team mobile
- Product management team mobile
- HSBC customer-facing staff
- All functional teams
- Technology team
- All Risk and legal Teams
- Marketing

Leadership & Teamwork

- Facilitate communication across disciplines at the project and the account level to create alignment and efficiencies.
- Build a culture of continuous improvement in customer experience and functionality deployment
- Strong Collaboration within the other HSBC product teams
- Working with senior management to drive efficiency

Operational Effectiveness & Control

- Regular review to identify key risks, issues and interdependencies.

- Determine and apply appropriate mitigation strategies.

- Ensure an equal and balanced focus is maintained on operating and regulatory risks and ensure the Virtual Management Team positively identifies and mitigates these in a manner that protects the Brand.
- Ensure regular and positive engagement with key support functions such as Risk, Compliance and HR to ensure alignment of policies and plans necessary to deliver a demanding transformation benefit target.
- Implementation of Global Standards, Financial Crime Compliance and Risk considerations in an aligned manner within the context of the RBWM strategy through operational practice and planned activity
- Drives customer-centric approaches
- Drives user friendly concepts

Major Challenges

- Working under pressure, flexibility to redesign solutions in the face of ongoing change and iterative development, coordination of a diverse suite of stakeholders.
- HSBC has evolved over its 150 year history and its adoption of electronic channels can be seen as important as the development of the business in emerging countries. Achieving a leading position in this aspect of Financial Services will take a number of years requiring the development of new capabilities and competencies with which the Mgmt. of the bank and the current culture is largely unfamiliar.
- Ensuring that all HSBC RBWM services offer outstanding Digital customer experience and fully deliver on the brand promise and a coherent Digital Strategy.
- Provide market-leading, compelling Digital product experiences that can leverage the global scale and distribution network. With increased connections between businesses around the world, the aim is to take HSBC from a collection of locally orientated digital experiences to one global set across the bank.

Role Context

- Key objectives and governance of the deliverables in this role will be agreed by Senior Design Manager.

- Responsibilities will include collaboration with several cross-functional working group teams in parallel.

- Drives customer-centric approaches

- Drives user friendly concepts

Management of Risk

- Adheres to processes and controls to identify and mitigate risks and ensures timely escalation of control issues and reputation risks.

- Demonstrates leadership on regulatory and compliance matters. Maintains awareness of risk and minimizes the likelihood of it occurring through its identification, assessment, mitigation and control.

Observation of Internal Controls

- Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner. Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed. Optimizes relations with regulatorsx


Knowledge & Experience / Qualifications

- 6-7+ years relevant or industry experience
- History of tackling and solving complex design research challenges.
- Ability to communicate effectively with colleagues, clients, and partners.
- Strong leadership and people management skills, problem resolution abilities, and good judgment.
- Experience conceptualizing and managing design research initiatives from start to finish.
- Proven history of delivering results on time and within budget.
- Comfort with ambiguity yet unstoppable drive to create order out of chaos.
- Strong strategic, analytical, and problem-solving skills.
- Working knowledge of all aspects of design research: recruiting processes; scheduling and
- logistics; protocol development; interviewing and moderating; analysis and framework development; video compilations; research deliverables.
- Understanding of service design and digital product design.
- Proven collaborative and teamwork skills.
- Passion for evolving design research methods; flexible in approaches to see opportunities
- for design research where others might see constraints.
- Strong command of English and Cantonese language (both verbal and written) a must, with Mandarin preferred
- Ability to work with many parties both internal and external to the bank
- Impeccable personal time management
- Manage resources to achieve business targets / objectives
- Analyze problems and propose solutions beyond initial objectives or requirements
- Challenge requirements and thinking
- Working with senior management to drive efficiency
- Drives customer-centric approaches
- Drives user friendly concepts

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

Job Field
: Asset and Wealth Management
Primary Location
: Europe-United Kingdom-Greater London-London

: Full-time Shift
: Day Job
Type of Vacancy : Global vacancy
Job Posting
: 04-Dec-2019, 00:00:00 Unposting Date
: 18-Jan-2020, 23:59:00

  • marketing
  • ms project
  • protocol
  • retail

About the company

HSBC is one of the world’s largest banking and financial services organisations. We serve around
48 million customers through four Global Businesses:

• Commercial Banking
• Retail Banking and Wealth Management
• Global Banking and Markets
• Global Private Banking

Our network covers 72 countries and territories in Europe, Asia, the Middle East and North Africa, North America and Latin America.

With around 6,100 offices worldwide, we aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

HSBC is listed on the London, Hong Kong, New York, Paris and Bermuda stock exchanges.

Specialties: Banking, Financial Services, International Finance and Banking, Wealth Management, Corporate and Business Banking.