Senior Adoption and Engagement Analyst (LLM-based Productivity Tool)

HSBC Service Delivery (Polska) Sp. z o.o.; Kraków; On-site; PLN 100,000 - 120,000; Full time

Job summary

A global financial services organization is seeking a Senior Adoption and Engagement Analyst in Kraków. The role includes enhancing user onboarding for an LLM-based productivity tool, driving user engagement, and supporting product improvements. Candidates should possess strong project management skills and experience engaging with diverse teams. This offers a great opportunity for those interested in applying knowledge of emerging AI technologies.

Benefits

Annual performance-based bonus

Private medical care

Life insurance

Multisport card

Remote work opportunities

Flexible working time

Qualifications

• Experience in large projects with customer success role.
• Extroverted personality, comfortable with diverse stakeholders.
• Ability to manage multiple onboarding projects.

Responsibilities

• Support onboarding process for effective user setup.
• Drive adoption through user onboarding and training.
• Document and synthesize user feedback for product improvement.
• Serve as first line response for support tickets.

Skills

Project management skills

Cross-cultural team interaction

Knowledge of AI technologies

Strong communication skills

Organization and multi-tasking

Proactive attitude

Tools

JIRA

Job description

Senior Adoption and Engagement Analyst (LLM-based Productivity Tool)

Your responsibilities

• Provide ongoing support throughout the onboarding process to ensure users in market are set up for success from onboarding meeting to product walkthroughs.
• Drive adoption of the tool including providing user onboarding and ongoing training sessions.
• Proactively gather, document, and synthesise user feedback various markets for our Product and Engineering teams to drive product improvements.
• Provide high quality and ongoing support including incident management and escalating to relevant parties to resolve user problems.
• Serve as a first line response to support tickets, addressing their questions and resolving issues in a timely and empathetic manner.
• Monitor and maintain user adoption and engagement metrics and set best practices for driving adoption and engagement goals.

Our requirements

• Project management skills and experience in large and complex projects with previous experience in a customer success role.
• Experience working with cross-cultural or regional teams across different geographic regions and time zones.
• Knowledge of emerging technologies such as Artificial Intelligence and Generative Artificial Intelligence (AI/GAI).
• Familiarity with support and CRM platforms, such as JIRA, is a plus.
• Extroverted and outgoing personality, comfortable engaging with stakeholders from diverse backgrounds.
• Strong written and verbal communication skills and ability to effectively interact with key stakeholders and users. Cantonese and English (both spoken) is a plus.
• Highly organized, with the ability to manage multiple onboarding projects and support tickets without compromising quality.
• Proactive attitude, self-motivated, goal-oriented, and passionate about staying up to date on the latest technology advancements and their benefits to financial services.

What we offer

• Annual performance-based bonus
• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN)
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Language classes
• Financial support with trainings and education
• Social fund
• Free parking
• sharing the costs of sports activities
• private medical care
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• flexible working time
• corporate sports team
• coffee / tea
• parking space for employees
• employee referral program
• opportunity to obtain permits and licenses
• charity initiatives
• family picnics
• In-office gym

Recruitment stages

• Online assessment
• Phone interview
• Job interview

About the role

Group AI Management and Strategy (AIMS) team is responsible for developing and implementing Group-wide strategic programs across HSBC aimed at accelerating the commercialisation and delivery of Artificial Intelligence / Machine Learning (AI/ML). Key areas of focus include responsible development practices, common platforms and capabilities, AI technology enablement, governance, and the Group-wide AI Strategy.

HSBC is enhancing the utilisation of Generative AI to boost colleagues' productivity and increase their effectiveness, ensuring a controlled and responsible approach. We are looking for an UI / UX Lead to play a crucial role in shaping the user experience strategy and implement the interface design of an LLM-based productivity tool. This role combines rapid prototyping, collaborating across teams, user feedback, and design excellence to develop the best-in-class colleague productivity app at the bank.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 63 countries and territories.

HSBC Service Delivery (Polska) Sp. z o. o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services – our people range from technologists transforming the banking experience to operations professionals managing 1. 7 trillion payments a year.

Our Purpose – Opening up a world of opportunity – explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

Thank you for interest in HSBC.

Before you apply, please note that we will take into the consideration only applications that include the following statement:

“I hereby declare that I have familiarised myself with the Privacy Statement for Applicants published at http://www.about.hsbc.pl/careers and I give my consent to use my personal data included in my application for the purposes of recruitment in HSBC Service Delivery (Polska) Sp. z o. o. according to the rules described in the Privacy Statement for Applicants, as per the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (GDPR). ”

Due to the high number of applications, we reserve the right to contact selected candidates only.

In case you would like to resign from participation in the recruitment process or withdraw previously sent application, please email us at: [e-mail].