Senior Director, Customer Analytics & Insights

HSBC; Birmingham; On-site; GBP 150,000 - 210,000; Full time

Job summary

HSBC is seeking a Director of Customer Analytics to shape the next generation of customer intelligence across the bank. This senior role spans the UK and Hong Kong, joining a team transforming how customer insight informs measurable outcomes and decisions.

You will lead integration of data, analytics, experimentation and decision science to create governance and continuous improvement while embedding AI-enabled methods to scale impact and align with How We Lead.

Qualifications

• Significant experience across 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.
• Ability to translate model outputs into scalable decisions with clear risk awareness and control.
• Communicate complex topics clearly through data-led storytelling that turns insight into action.

Responsibilities

• Build a joined-up customer intelligence ecosystem across transactional, behavioural, operational, digital data sources
• Embed business feedback and operational context into the analytics agenda
• Partner with market and business analytics teams to strengthen data quality, align definitions and close measurement gaps
• Translate complex analysis into clear narratives, recommendations and interventions through evidence-based storytelling and strategic challenge
• Influence senior leaders across business, product, technology, CX and analytics to frame the right questions and interpret insights into decisions
• Establish governance and forums that convert insight into agreed actions improving customer outcomes and performance
• Embed measurable continuous improvement loops to scale impact and reduce repeat issues
• Identify and prioritise opportunities to apply advanced analytics and AI to strengthen insight quality and decisioning

Skills

Customer insights

Customer experience

Strategy

Analytics translation

Tools

Python

SQL

Job description

HSBC is seeking a Director of Customer Analytics to shape the next generation of customer intelligence across the bank. This senior role spans the UK and Hong Kong, joining a team transforming how customer insight informs measurable outcomes and decisions.

You will lead integration of data, analytics, experimentation and decision science to create governance and continuous improvement while embedding AI-enabled methods to scale impact and align with How We Lead.