UX Research Lead
HSBC Group
London, England
3d ago


Role Title : UX ResearchLead

Business : Digital 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

    Stakeholdersinclude, 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
  • 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
  • OperationalEffectiveness & 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 inthis role will be agreed by Senior Design Manager.

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

    Drivescustomer-centric approaches

    Drivesuser friendly concepts

    Management of Risk

    Adheresto processes and controls to identify and mitigate risks and ensures timelyescalation of control issues and reputation risks.

    Demonstratesleadership on regulatory and compliance matters. Maintains awareness of riskand minimizes the likelihood of it occurring through its identification,assessment, mitigation and control.

    Observation of InternalControls

    MaintainsHSBC internal control standards and addresses audit points and / or any issuesraised by regulators in a timely manner.

    MaintainsHSBC internal control standards and addresses audit points and / or any issuesraised by regulators in a timely manner.

    Fosters a compliance culture withinthe team, managing compliance risk and ensuring that the necessary training iscompleted.

    Optimizes relations with regulators.


    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 operatingin markets all around the world, we believe diversity brings benefits for ourcustomers, our business and our people.

    This is why HSBC is committed to beingan inclusive employer and encourages applications from all suitably qualifiedapplicants irrespective of background, circumstances, age, disability, genderidentity, ethnicity, religion or belief and sexual orientation.

    We want everyone to beable to fulfil their potential which is why we provide a range of flexibleworking arrangements and family friendly policies.

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