Role Title : Senior Digital Analyst
Business : Retail Banking & Wealth Management
New or Existing Role? New
Deliver in-depth digital reporting, analysis and insight support to HSBC Digital Product Development teams and their stakeholders in market to maximise revenue generation and business growth.
Responsibilities include driving digital data requirements for the HSBC digital products; developing and enhancing Global Digital Measurement framework for our Retail & Wealth Digital Products;
owning digital measurement, reporting, analysis and insight generation to support HSBC Digital product teams; actively engage Digital product teams to shape their feature releases and roadmaps;
bring to life behaviour and voice of the customer within Digital product teams and act as the focal point for data driven insight within the product teams and connect Digital Product performance to overall financial product performance working closely with stakeholder groups within RBWM Digital and the wider RBWM Product teams.
Responsibilities would also include uncovering and driving new opportunities within the Digital Products area, improving & maintaining data quality, and enabling digital product teams to support global / regional / local priorities and strategy through data-
driven analysis & insight.
Impact on Business
Independently support stakeholder teams with reporting, analysis and insight and Adobe analytics expertise; identifying trends, areas of improvement and opportunities;
creating hypothesis and making recommendations to improve product performance.
Drive performance of our digital products, uncover value & embed data-driven decision making within the Digital Product teams.
Lead delivery of analytical output at global / regional / local level for the Digital Product teams
Conduct in-depth analysis to identify trends and opportunities for the business; actively create hypotheses and make recommendations to drive forward business performance.
Create, maintain & evangelize portfolio of digital performance dashboards, models and other analytics artefacts to support global stakeholder teams, along with regional / local teams as required.
Collaborate closely with other global / regional / local / offshore analytics teams to actively ensure the wealth of offline insights (transactional data insights, channel insights etc.
are integrated with digital analytics to support decision-making for stakeholders
Evangelize & embed best practice with the wider analytics community and business areas. Provide support, knowledge and expertise to continuously improve digital analytics expertise, understanding of digital customer behavior & product performance.
Contribute to the development of wider digital analytics expertise through the RBWM analytics community and the wider business through active support, coaching & best practice sharing in line with RBWM analytics principles.
Customers / Stakeholders
Working closely with Digital Product Owners and teams to develop digital analytics artefacts.
Build strong relationships with digital product owners as well as other analytics teams both in global, off shore and in market to bring data driven insight to life
Work collaboratively with stakeholders including Global Digital, Data and Information Management, Analytics, Marketing, Group RBWM, HOST (SWD and CD), Finance and BI
Share best practice across product teams.
Leadership & Teamwork
Develops and maintain relationships and work well with all levels of management. Leverages existing expertise across RBWM Analytics and promotes culture of Build Once, Deploy Many
Actively seeks input from others- encourages and listens to different viewpoints and perspectives. Uses networks inside and outside the business to provide support in delivering goals
Builds a culture committed to the delivery of outstanding customer service and healthy, open, transparent, honest team environment.
Develops culture of continuous innovation, challenges the business on approach and keeps abreast of the latest developments in the analytics and digital realms
Be an effective team player; cultivate an environment that supports diversity and reflects the HSBC brand
Work collaboratively with teams and leaders from multiple regions and entities and across functions at Global, Regional and Local levels
Work effectively with Digital Leadership Team, peers and local business areas.
Support collaboration between teams from multiple entities, to share best practice and promote consistency.
Operational Effectiveness & Control
Drive process re-engineering, improvements in existing delivery mechanism and accelerate re-deployment of analytic solutions by promoting Build Once, Deploy Many culture
Continuously review key risks and proactively institute controls in place to address the same.
Oversee Quality Control in RBWM Digital analytics output particularly within the Digital Product area
Support the RBWM Analytics management team as well as RBWM Digital in ensuring goals are identified, agreed and delivered with utmost efficiency.
Adhere to RBWM Digital analytics processes to support Digital Product teams with a view to supporting a data driven culture
Align to RBWM Digital data governance, data security and data definitions and standards
Identifying key risks, issues and interdependencies and providing appropriate mitigation strategies or escalation.
Supporting audit / independent programme assessments as required
Favour the approach of setting up reports in a way that the end user can manage the update process with little guidance
Contribute to the development of our collective expertise, knowledge and understanding of digital analytics, incorporating the leading approaches and developing information processes to educate colleagues across the business
Keep a strong focus on digital channels at the same time as working towards an integrated approach to the omni channel customer experience
Operate in a global team that can work across time-zones and with markets in various states of digital development
Adapt rapidly to a changing internal environment as the organization challenges itself to become a leader instead of a follower in this analytical specialism
Ensure that all RBWM Digital services offer standout customer experience and fully deliver on our brand promise.
The role sits within the Digital Analytics function supporting Global Digital, co-located with the Global Digital teams who are developing several enhancements to the digital experience for HSBC customers
HSBC is and has invested heavily in Digital capabilities in many areas of the business, there is a growing need to increase the number of specialists we have to develop digital analytics capabilities to compliment these investments
The role holder is responsible for delivering high quality data driven insights for our Digital Product teams so they may bring to life compelling and differentiated digital products for our customers
Support and engage with cross-functional and market teams with no direct line responsibility for those individuals
The global nature of the role may require some travel from time to time and flexibility in daily schedule to allow for regular interaction with team members and stakeholders from all regions
Works closely with multiple RBWM Digital & Analytics teams at Global, Regional and Country Level as well as offshore analytics resources in order to deliver the most efficient & effective analytics support to Digital Product teams
Management of Risk
The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation.
This will be achieved by consistently displaying the behaviours required to support the Best Place to Bank principles of Make Better Products, Sell Them Properly and Keep Them Sold.
The job holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology
This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
Also by addressing any areas of concern in conjunction with line management and / or the appropriate department
Observation of Internal Controls
The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer.
The term compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.
This will be achieved by adhering to all relevant processes / procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity.
Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators.
Excellent hands-on digital analytical skills with proven ability to analyse complex data, identify key trends and opportunities, putting forward hypotheses and delivering recommendations.
Excellent Numerical, Analytical and Presentation skills.
Strong proficiency in Web analytics particularly in the Adobe Analytics suite of products.
Proven knowledge and experience of SQL, BI / MIS (Teradata) platforms and other Database / Data Manipulation tools (Alteryx)
Experience in data visualization tools and techniques previous experience with Qliksense, Tableau or similar
Strong working knowledge of customer and social listening tools
Good experience and knowledge of analytics tools R / SAS / SPSS / STATA
Strong experience of MS Office tools : Excel, PowerPoint, Word
Experience of working with behavioral and attitudinal data / segments and identify patterns on our digital properties
Expertise of manipulating data to create customer led, data driven reports
Strong understanding digital analytics space including web analytics and clickstream
Ability to independently drive analytics workstream with minimal oversight
Ability to independently train analyst and non-analyst stakeholders, teams and audiences to better use our digital analytics suite of tools
Good awareness of digital channel, including technical, commercial, market place and customer considerations.
Strong communication skills for navigating through business requirements, ability to involve others in discussions of alternatives, asking for their suggestions and steering them to a mutually acceptable position
Innovative the ability to approach things differently or do different things to deliver goals.
Awareness of the Multi-Channel and the ability to balance effectiveness in Digital channel with multichannel impact
Strong team player, highly collaborative
Respectful of different cultures, working with colleagues from across all 5 regions (North America, LATAM, Middle East, Asia Pacific and Europe).
High levels of resilience and self-motivation.
For more information about the relevant additional checks for this role please contact the hiring manager.
We are an equal opportunity employer and are committed to creating a diverse environment.