Job Summary
Leading the way in International Banking. We support the people and companies driving investment, trade and wealth creation across Asia, Africa and the Middle East. And our heritage and values are expressed in our brand promise – here for good.
We are currently looking for Head of Client Research & Insights to deliver critical client insights for the product, design and go-to-market teams across digitalization projects for Commercial and Investment Banking (CIB).
Reporting to the Head of Client Experience, you will leverage the tools we have in place, such as Google Analytics and Qualtrics, to deliver the listening programs, and ensuring that we identify meaningful opportunities to improve the customer experience.
· Strategic data initiatives in CIB create differentiated digital capabilities for clients to access the Bank's transactional services in over 50 markets efficiently and securely.
· Lead and develop a team of high performing insights professional to generate actionable insights that help shape product and business decisions.
· Be the client’s voice and champion at the leadership team table and across the organisation to drive customer centricity in all our product and go-to-market initiatives
· Ability to work collaboratively with UX designers and Chief Product Owners to lead client research insights using appropriate quantitative, qualitative, and behavioural techniques.
· Have deep experience in and understanding of well-designed research programs and the latest research techniques and tools.
· Proven ability to triangulate and derive actionable insights from quantitative research supported by inputs from other available data sources including internal data, external market research and secondary data.
· Well-developed communication skills to deliver the client insights in compelling ways through storytelling, data analysis, written reports and in-person presentations to stakeholders.
· Proven track record in working with external research partners to ensure timely management of insights deliverables, IT compliance, risk management and other governance requirements.
· Provide a culture of growth, development and autonomy for the insights team.
Key Responsibilities
Strategy
· Help built a strategy & roadmap of analytics solutions that will position Standard Chartered as leading in this field
· Creating effective dashboards for business stakeholders
· Apply and ensure data governance framework.
· Develop and implement artificial intelligence algorithms, rules and rapid prototypes from big data sets that will be fed into various business programs.
· Behavioral segmentation based on client journey, profiles, transaction patterns, and app activities that will lead to highly personalized client insights.
· Design and monitor A/B testing and various engagement activities.
· Perform deep-dive analysis to solve various business problems arising from marketing, dynamic incentive programs, and campaign management.
· Build and automate intuitive dashboards that help visualize and answer complex business problems.
· Managing risks and regulatory issues associated in data analytics solutions.
Business
· Our team services the entire Corporate and Institutional Banking domain. This includes corporate banking and trading platforms, API developer platforms, and internal employee productivity tools and services. Your focus will driving voice of the customer and embedding client insight into the strategic agenda of DCDA and it’s business partners.
Processes
· You need to be familiar with communication guidelines and processes to ensure brand compliance. You must be able to structure your time, and be capable of taking the initiative.
People & Talent
· Champion diversity and the right mix of skills and experience in the group.
· Maintain and evolve your career path
Risk Management
· Our team is responsible for delivering quality tools and service design, that is meant to enable colleagues and customers. In doing so, we must be careful with data management and play our part in ensuring we protect it and that our designs take this into consideration. Risk management is interwoven in our design activities and you will need to ensure that risk is always a consideration throughout your design process all the way to delivery.
Governance
· Our team contributes the Design Community of Practice, we inform design governance decisions in the Bank. As part of our responsibility, we must oversee areas such as career progression, mentorship, tooling, support, and more. It will be your responsibility to support and participate in these activities. Primarily in advocating for design best practices.
Key stakeholders
· Product Owners
· Technology Owners
· CX Design team
· Wider CXC – Commercialisation and Client insights
· DCDA CPOs
· Design Excellence (TTO)
· Transaction Banking
· Financial Markets
· Client Coverage
Our Ideal Candidate
· Degree in Business, Communications, Marketing, Human Computer Interaction, Information Design, Psychology, or a related field (or equivalent practical experience)
· 15+ years of senior insights related experience to include a combination of research experience in Finance & banking and / or B2B market research and/or research agency and/or digital insights
· Expertise in leading the design and execution of quantitative & qualitative research studies including analysis and final report presentation to stakeholders.
· Strong focus on developing a strong collaborative culture and supporting the growth of talented individuals.
· Proven ability to influence senior internal stakeholders and functional leaders and effectively establish strong working relationships that produce actionable insights.
· Well-developed consulting skills to help product and design leaders understand how to digest and leverage your teams’ insights to change their work.
· Highly developed presentations and data storytelling skills
· Proven ability to rapidly discerning signal from noise from large datasets
· Demonstrated knowledge, understanding and application of marketing research techniques, and experience in engaging research agencies.
Role Specific Technical Competencies
· Strong influencing and communication skills – oral, written and presentation
· Quantitative research expertise
· Qualitative research expertise
· Ability to liaise with and discuss with competency product design and experience design
· Stakeholder management
· Experience with voice of the customer tools such as GA or other clickstream tools, Qualtrics etc.
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.
Together we:
· Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
· Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
· Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
· Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
· Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
· Flexible working options based around home and office locations, with flexible working patterns.
· Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
· A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
· Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Recruitment Assessments
Some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.
Visit our careers website www.sc.com/careers
