Job description

Role Title: Change Business Analyst and Customer Experience (CX) Manager

Business: Human Resources (HR)

New or Existing Role: New

Grade: GCB 5

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

Human Resources leads the implementation of the Group’s people strategy in line with business objectives. It facilitates talent management, succession planning and employee mobility while defining and overseeing frameworks that support employee performance management, reward, learning and development, resourcing and engagement.

We are currently seeking an ambitious individual to join our team as a Change Business Analyst and Customer Experience (CX) Manager, working together with colleagues to define, manage and achieve divisional business targets.

Role Purpose

The Future of Work (FOW) initiative is about taking what worked well during the pandemic and addressing new challenges. This means adopting a new hybrid working model that is fit for the future, supported by new technology and working practices that enhance productivity, engagement and wellbeing.

Across HSBC, we have programmes of work driving change as part of a big culture moment for the bank – moving to Hybrid ways of working. Hybrid working is not only about where we work, it’s about how and when we work. Creating a culture that enables us to be at our best and deliver exceptional outcomes for our customers. A culture that promotes flexibility, collaboration, learning and wellbeing in both physical and virtual workplaces.

The Human Future of Work Change Business Analyst and Customer Experience (CX) Manager is responsible for supporting day to day activities that will ensure robust change management and embedding activities are planned, designed, and implemented (in conjunction with the Digital and Physical Pillars; wider HR and local teams as needed).

 In this role, you will:

• Support across HR Global Services and Customer Journey owners to design, plan and execute changes that will enable hybrid working (e.g. create design documents outlining system changes, support updates to policies)
• Create implementation plans to ensure support teams and end users are informed and upskilled on any changes
• Ensure Business as Usual (BAU) documentation (e.g. on HR knowledge portal) are updated to reflect changes
• Support and consolidate impact assessments; analysing information to identify gaps that need to be addressed at global level
• Raise communications, engagement and learning needs as a result of the impact assessments to the Change and Enablement, Communications and Learning Leads
• Support global and local teams with change requests run through the HR change governance process (e.g. prep of change request (CR) materials and tracking of all FOW related CR’s)
• Work with the Change and Enablement Lead, Communications Lead and HR Products and Services Project Management to ensure change is effectively managed, embedded and transitioned to BAU (e.g. change impact assessments, analysis of training needs, documentation and execution of business readiness activities)
• Support documentation of current and target state design as needed (e.g. impact on people, process, systems, data, governance for changes)

Requirements

To be successful in the role, you should meet the following requirements:

• Knowledge of HR departments and Global Service areas (e.g. learning, performance, recruitment)
• Understanding of HSBC Group structures, values, behaviours, processes and objectives would be helpful
• Understanding of how to implement learning and performance methodologies as key change enablers (incl. behavioural change)
• Knowledge of Change Management methodologies (e.g. change impact assessments) / HSBC change framework
• Understanding of customer journey mapping, using personas and ensuring solutions are end-user focused from design through to embedding
• Proven experience of managing deliveries to an agreed timeline
• Experience of positive, challenging interactions with stakeholders
• Proven ability in working across multi-disciplinary and multi-cultural diverse work environments

You’ll achieve more when you join HSBC. 

https://www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

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As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.