UX Research Lead

Location:Greater London
Job Type:Full Time
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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


  • Manage resources to achieve business targets /


  • 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
  • Marketing

Leadership &Teamwork

  • Facilitate communication across

disciplines at the project and the account level to create alignment and


  • 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


OperationalEffectiveness & Control

  • Regular review to identify key risks,

issues and interdependencies.

  • Determine and apply appropriate mitigation


  • 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.