Role Title : Head of Digital Product Data and Analytics
Business : RBWM
New or Existing Role : Existing
Provide leadership for digital product measurement, reporting, analysis and insight generation across HSBC Digitals Retail and Wealth product portfolios, maximising business growth and customer experience of our digital products & developing lasting stakeholder relationships and collaborations globally.
In addition, lead the delivery of a digital data platform across markets that consolidates data across several sources for federated consumption across the business.
Responsibilities include driving digital data agenda and availability for the HSBC digital products; developing the Global Digital Measurement framework for our Retail & Wealth Digital Products as well as 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 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
Drive performance of our digital products, uncover value & embed data-driven decision making within stakeholder teams.
Lead the business delivery of data platforms that serves both stakeholder self-service as well as analytics needs - define and drive reporting, analysis and data required at global / regional / local level;
Orchestrate in-depth analysis to identify trends and opportunities for the business and areas for improvement; actively create hypotheses and make recommendations to drive forward business performance and improve Digital KPIs.
Deliver & evangelize portfolio of digital performance dashboards, models and other analytics artefacts to support global product 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 to improve data availability and develop digital analytics artefacts to drive business outcomes
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 Data and Analytics CoE 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 data and 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
The role holders challenge will be to :
Develop our knowledge and understanding of the leading approaches in digital data and analytics as well as develop 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 timezones 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, working closely 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.
Directly manage small team of digital analysts
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 our 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.
At least 10+ years of Business Leadership Experience focused primarily in digital data and analytics in online retail, travel or banking / finance.
Experience working in large organizations such as Amazon, Google, Expedia, Yahoo, Tesco, Target etc. in the Retail / Internet space or within Digital Analytics functions of Financial services firms preferred
A relevant first degree in either mathematics, statistics, computer science (or equivalent quantitative area) or business, media, communications with quantitative background.
A Masters in a related discipline preferred.
Expertise in digital analytics preferably in the use of Adobe Analytics and / or Google 360 / Doubleclick suite of products
Expertise in digital data platforms and tools like AWS, GCP, Azure, Cloudera, Hortonworks, Hadoop, MapReduce, Impala, Hive, Pig, Kafka, Spark, Scala
Experience of digital data and analytics solutions in the DMP, Tag management, Testing & Optimisation, Heat Mapping, Sentiment Analysis, Digital advertising (buy or sell side), Attribution modelling
Expertise in data visualization utilizing best in class tools and techniques previous experience with Qliksense, Tableau or similar
Strong Experience of delivering state-of-the-art data platforms that bring and stitch together granular data from multiple sources
Working knowledge of analytics tools R / Python / SAS / SPSS / STATA
Proven knowledge of SQL and other Database / Data Manipulation tools
Good working knowledge of MS Office tools : Excel, PowerPoint, Word
Proven ability to deliver web based business solutions utilizing large datasets (volume transaction data, unstructured clickstream, verbatim comments, weblogs, etc.
and experience with enhancing online customer journeys.
Proven leadership track record in dynamic / changing environments
Exceptionally strong organizational, problem-solving, inter-personal and communication skill.
Subject matter expertise in digital analytics
Excellent relationship building and senior stakeholder management skills
Exceptional story-telling ability able to turn underlying data into a compelling narrative
Highly numerate and financially literate
Highly effective communicator with excellent interpersonal skills
High level of energy and enthusiasm
Able to operate effectively in a complex matrix driven environment
Can build advisory’ relationships with senior stakeholders
Technically adept to guide and advise junior analysts
Innovative the ability to approach things differently or do different things to deliver goals.
Awareness of the Multi-Channel and the ability to balance Digital channel performance 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.
Within HSBC certain roles are designated as Enhanced Vetting Roles. For these roles, all internal and external applicants are required (subject to local laws), to pass satisfactorily a series of additional checks both as part of the application process and, if successfully recruited into the Enhanced Vetting role, on an on-
going basis. The Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are first carried out as part of this recruitment exercise, and / or if relevant, on an ongoing basis.
This role has been designated as an Enhanced Vetting Role.
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
We are an equal opportunity employer and are committed to creating a diverse environment.