Design Research Manager

Some careers have more impact than others. If you’re looking for a role where you can continue to make an impression, take the next step at Hang Seng where your contributions will always be valued. We are currently seeking high caliber individuals to join our team as Digital Design Manager – Digital Banking. Responsibilities Explore and validate HASE customers’ needs, pain points and requirements by applying the appropriate research methodology to help inform UX direction and solve key issues in hand. Collaborate with different product managers and project teams in understanding their needs, make suitable recommendations and design research plans to align with overall product strategy. Collaborate with designers to identify dependencies and ensure we’re creating cohesive and coherent customer experiences. Conduct different types of research, workshops, interviews and usability testing for different products during all phases of design. Manage all research preparations including recruitment, screening of participants and scheduling of sessions; manage external research vendors for larger scale projects. Conduct user interviews, workshops and usability testing, interpret and synthesize data. Analyze data and key learnings to develop actionable recommendations for key stakeholders. Present and communicate research analysis clearly and be able to present to key stakeholders effectively. Be able to sell, support, explain, and simply present usability approach and research to various audience types from sophisticated design experts to non‑designers. Guide team members on research from an end‑to‑end perspective. Support UX designers in creating design concepts, wireframes and clickable prototypes for usability testing and/or design concept testing. Drive strategic initiatives in partnership with design leadership to connect the dots across the organization and diplomatically navigate challenges. Advocate the generation of customer insights, best practices including interacting with key stakeholders. Champion prioritization of customer‑centric product enhancements based on research and analysis to help set the strategy and product roadmap for the team. Requirements Solid experience working in research and UX related industries. Collaborative leadership and work style with the ability to effectively interact with and earn the trust of peers and senior management across the organization. Be detail‑driven and able to manage multiple, time‑sensitive projects simultaneously without compromising quality. Experience in working and managing external research vendors and managing projects. Great sense of ownership; takes responsibility to assure quality by reviewing and evaluating the team’s work regularly. Ability to solve complex design research challenges. Expert knowledge of different research methodologies, both quantitative and qualitative. Hands‑on experience in all aspects of design research, including recruitment, scheduling and logistics; understanding protocol; moderation skills; analysis; research deliverables and presentation of deliverables. Ability to deliver results on time and within budget. Open to exploring different types of research methodologies; flexible in approaches to see opportunities for design research. Ability to work with multiple parties both internal and external to the bank. Comfortable with ambiguity yet able to work through uncertainty. Strong strategic, analytical, and problem‑solving skills. Strong verbal and written communication skills with the ability to influence the design team, stakeholders, product managers and others. Proven collaborative and teamwork skills. Strong project management skills and ability to work under pressure. Passionate about UX design and putting users first. Understanding of UX basics such as personas, user journeys, and flows, wireframing and conducting usability studies. Working knowledge of design and prototyping tools, such as Figma. As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry‑leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, gender, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law. All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed. #J-18808-Ljbffr