Customer Strategy and Insight Manager

HSBC Group; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global banking organization in Birmingham is seeking an experienced Customer Strategy and Insights Manager. This pivotal role involves designing and executing customer advocacy insights, influencing strategic priorities, and enhancing customer experience. The ideal candidate will have a strong background in NPS/CSAT research, advanced analytics, and excellent storytelling abilities. Join us to make a real impact.

Benefits

Private healthcare

Enhanced maternity and adoption pay

Generous pension scheme

Tailored professional development opportunities

Qualifications

• Proven experience managing large-scale NPS, CSAT, or CES research programmes.
• Strong technical knowledge of research methodologies and advanced statistical analysis.
• Ability to translate complex data into clear, evidence-based recommendations.

Responsibilities

• Help lead the end-to-end Net Promoter Score (NPS) tracking programme.
• Design and deliver quarterly and monthly reporting cycles.
• Produce compelling dashboards and reports that communicate recommendations.

Skills

Managing large-scale NPS, CSAT, or CES research programmes

Advanced statistical analysis

Proficiency with research and analytics platforms

Strong presentation skills

Tools

Qualtrics

Medallia

SPSS

R

Python

Excel

Power BI

Tableau

Job description

Overview

development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Customer Strategy and Insights Manager. This is a pivotal role, accountable for designing, executing, analysing, and communicating customer advocacy insights that drive change at senior levels. You will work closely with business stakeholders to help define strategic priorities, anticipate customer needs, and influence decision-making at the highest levels, specifically focusing on Advocacy and Customer Experience. As an HSBC employee in the UK, you will have access to tailored professional development opportunities.

Responsibilities

• Help lead the end-to-end Net Promoter Score (NPS) tracking programme, ensuring methodological consistency, sample representativeness, and statistical validity across all brands and customer segments
• Design and deliver quarterly and monthly reporting cycles, including driver analysis, detractor root cause investigation, competitor benchmarking, and emerging trend identification
• Apply advanced analytics (e.g., regression, segmentation, predictive modelling) to quantify advocacy drivers, link results to commercial outcomes, and recommend targeted improvements
• Produce compelling dashboards and reports (e.g., Power BI, "Voice of the Customer" packs) that communicate clear, evidence-based recommendations to senior stakeholders
• Act as subject matter expert for advocacy metrics, advising stakeholders on best practice, governance, and embedding NPS as a business KPI

Qualifications

• Proven experience managing large-scale NPS, CSAT, or CES research programmes, including survey design, sampling, and governance
• Strong technical knowledge of research methodologies and advanced statistical analysis (e.g., regression, correlation, segmentation, predictive modelling)
• Proficiency with research and analytics platforms (e.g., Qualtrics, Medallia, SPSS, R, Python, Excel) and dashboarding tools (e.g., Power BI, Tableau)
• Ability to translate complex data into clear, evidence-based recommendations with commercial impact
• Strong presentation and storytelling skills, with experience influencing senior stakeholders