Job Summary

The Client Experience, Insights and Development (CXID) team is responsible for designing and measuring the experiences for users of Standard Chartered’s Corporate and Investment Banking platforms. As part of this team, the Senior Manager, Research and Insights, will work on various Voice of the Customer programs to support client centric development of products and technology. Leveraging quantitative research tools like Qualtrics XM, surveys and digital intercepts, you will design and implement research that measures customer satisfaction (CSAT), customer effort score (CES) and other metrics that help our stakeholders make continuous improvements and plan their roadmaps.

Key Responsibilities

• Work and collaborate with internal stakeholders from different teams to understand insight needs, align on research objectives, identify key target segment or users and outline research design and plans.
• Design quantitative research studies, ranging from Voice of Customer / User / Employee surveys, to creative testing surveys, to state of play / feature prioritisation studies.
• Implement, launch and monitor field work for surveys on our survey platform, Qualtrics
• Be prepared to “roll up the sleeves” and run charting and analysis from raw survey data, including verbatim analysis
• Be a passionate advocate for and learner of well-designed research programs and the latest survey and questionnaire techniques
• Triangulate research with inputs other available data sources including internal data, external market research and secondary data
• Competently work with statistical tools and models for analysis such as correlations, causation, driver analysis  
• Aptitude for qualitative research techniques is a plus
• Communicate the client insights in compelling ways through data analysis, written reports, data visualisations and presentations to stakeholders (virtual and in-person)
• Demonstrate proactive problem solving skills and the ability to quickly develop recommendations based on quantitative and qualitative evidence
• Work collaboratively with product owners, service and UX designers, providing a point of view and advising on relevant observations and insights particularly in product discovery phase
• Deliver quality work with a proactive bias for action. 
• Be the client’s voice (whether internal or external) and champion within the organisation

Skills and Experience

• Strategic thinker, solving complex problems and develops creative solutions with a strong attention to detail
• Excellent communication skills (written and verbal), and ability to present and advocate concepts to key stakeholders and leadership. 
• Team player comfortable shifting from strategic planning, to executing tactically. 
• Research analysis
• Partnership management
• Business analytics
• Data governance and management and project management 
• Collaborative approach to working with colleagues in a region and globally.
• Quantitative and qualitative client research workshops, using multiple data sources

Qualifications

• Degree in Business, Communications, Marketing, Human Computer Interaction, Information Design, Psychology or a related field (or equivalent practical experience)
• 8+ years’ experience in supporting the design and execution of quantitative research studies in a complex domain
• Proven data analysis and insight generation skills
• Strong Microsoft Powerpoint & Excel Skills
• Solid presentations skills
• Knowledge of Qualtrics including survey build, dashboarding, TextIQ and reporting an advantage
• Experience in qualitative research an advantage

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