Director, Customer Analytics (Contract)

HSBC
London, Hong Kong
Workplace: OnsiteContractFunction: Data Analytics & Business IntelligenceSkills: ["Stakeholder management","Cross-functional collaboration","Data-led storytelling","Mentoring and coaching","Strategic challenge"]

Lead HSBC’s customer intelligence agenda by building an integrated view of transactional, behavioural, operational, digital, product, and Voice of Customer data. Drive cross-functional adoption of experimentation, research, decision science, and AI-enabled methods to test, scale, and govern solutions that improve customer outcomes and business performance. Partner across customer data, CX, markets, and senior leadership to strengthen data/measurement quality, translate insights into evidence-based narratives, and establish continuous improvement loops.

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FursaFursa
HSBC
HSBC
1 day ago

Director, Customer Analytics (Contract)

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Job Summary

Lead HSBC’s customer intelligence agenda by building an integrated view of transactional, behavioural, operational, digital, product, and Voice of Customer data. Drive cross-functional adoption of experimentation, research, decision science, and AI-enabled methods to test, scale, and govern solutions that improve customer outcomes and business performance. Partner across customer data, CX, markets, and senior leadership to strengthen data/measurement quality, translate insights into evidence-based narratives, and establish continuous improvement loops.
Location: London, Hong Kong
Workplace: Onsite
Employment Type: Contract
Job Function: Data Analytics & Business Intelligence
Seniority: Director level

Key Responsibilities

  • •Build a joined-up customer intelligence ecosystem across transactional, behavioural, operational, digital, product, and Voice of Customer data.
  • •Embed business feedback, emerging needs, and operational context into the insight and analytics agenda.
  • •Partner with market and business analytics teams to strengthen customer data and measurement quality and close measurement gaps.
  • •Translate complex analysis into clear narratives, recommendations, and interventions through evidence-based storytelling.
  • •Establish governance, forums, and continuous improvement loops to improve customer outcomes and reduce repeat issues.

Key Requirements

  • •Significant experience in customer insights, customer experience, strategy, consulting and/or analytics translation within a complex regulated environment.
  • •Strong track record influencing senior stakeholders and delivering cross-functional change.
  • •Advanced analytics skills including Python and SQL, experimentation and causal methods, segmentation and forecasting.
  • •Ability to translate model outputs into scalable, well-governed decisions with clear risk awareness and control.
  • •Communicate complex topics through data-led storytelling that turns insight into action.
Skills:Stakeholder managementCross-functional collaborationData-led storytellingMentoring and coachingStrategic challenge
Tech Stack:PythonSQLAI

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn