Customer Outcomes Analyst

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further. 

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. 

COaCH (Customer Outcomes and Coaching Hub) is responsible for conducting the oversight of mis-selling risk and Customer Outcomes, acting as the First Line of Defense in HSBC’s internal controls framework.

Operating across UK WPB activities (Wealth | Mortgage | Retail & Digital) supporting the COaCH Customer Outcomes Manager in driving understanding of customers and colleagues within UK WPB through analysis and interpretation of behavioural and attitudinal insights, analytics data, root cause analysis and M.I. Mitigating Operational Risk's and applying Internal Controls in accordance with Compliance Policy, FIM requirements and HSBC Global Minimum Sales Quality Standards.

As an HSBC employee in the UK, you will have access to tailored professional 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

In this role you will:

•    Supporting the Customer Outcomes Manager and the wider COaCH Risk Assurance team in undertaking COaCH Reviews to assess whether customer has received a good outcome.
•    Identify, communicate and oversee remediation to ensure customer receives a good outcome.
•    Liaising with relevant COaCH stakeholders to agree outcomes where there are new, unexpected or significant issues identified.
•    Adhere to, have an awareness of HSBC Global Minimum Sales Quality Standards and Mystery Shopping Standards changes as they occur.
•    Supports in interpreting regulations, anticipating key problems and derives solutions.
•    Ensure adherence to internal controls, risk and compliance.
•    Work collaboratively with all stakeholders to ensure focus on COaCH objectives and priorities.
•    Illustrate continuous process improvement to ensure best practice is implemented in all areas.
•    Foster close cross functional working relationships and enhance relationships with appropriate internal contacts to ensure attainment of personal and strategic objectives.

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

•    QCF Level 4 Diploma in Financial Planning - (Essential*)
•    QCF Level 3 Certificate in Financial Planning including Mortgage specific (CeMAP/CF6), or equivalent - (Essential*)

Experience

•    Some experience of Customer Outcomes Analysis methodologies and best practice techniques.
•    A track record of making customers (external and/or internal) the focal point of everything we do and decide, and ensuring they get the right service or solution - every time.
•    A track record of constantly looking for ways to do things better and an excellent understanding of the mechanism necessary to successfully implement change.
•    A track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications.

Knowledge

•    Knowledge of the regulatory environment in the financial services sector.
•    Awareness of relevant Risk, Compliance, FIM requirements.
•    Awareness of Retail Banking & Wealth Management products and propositions.
•    Knowledge & understanding of HSBC Global Minimum Sales Quality Standards & Sales Procedures.
•    Self-motivated and able to work independently, and under own initiative with a sense of ownership and accountability.
•    Proven ability to build effective networks both internally and externally and work collaboratively with others to achieve a common goal.
•    Positive, dynamic and resilient individual, open to change and able to adapt to changing circumstances.
•    Responds positively to challenge.
•    Able to cope with pressure and tight deadlines.
•    Analytical & problem solving skills.
•    Excellent interpersonal skills - good team player.
•    Excellent communication skills (written & verbal).
•    Strong customer focus.
•    Excellent IT skills a prerequisite and use of MS Excel, Word, PowerPoint.

This role can be based out of Leeds/Bristol/Birmingham or Chester

Opening up a world of opportunity

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone -  no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500