Senior Service Designer and Researcher

📍 Job Overview

Job Title: Senior Service Designer and Researcher

Company: HSBC

Location: Kowloon City, Kowloon, Hong Kong S.A.R.

Job Type: Full-time

Category: Service Design & User Research

Date Posted: December 16, 2025

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Spearhead the design and execution of comprehensive customer research and insight strategies, leveraging both qualitative and quantitative methodologies to drive enhanced customer and merchant satisfaction within the PayMe platform.

• Lead and facilitate cross-functional workshops, fostering co-creation from ideation through to validation, ensuring user needs and critical gaps are identified and addressed to positively impact key performance indicators (KPIs).

• Conduct in-depth market trend analysis, identifying and evaluating best-in-class experiences and practices from competitors and diverse industries to inform strategic decision-making.

• Manage and execute Net Promoter Score (NPS) reporting, employing a data-driven approach to raise awareness and visibility of customer pain points and opportunities for improvement.

• Collaborate closely with Product, Design, Customer & Merchant Growth, and Customer Servicing teams to identify, scope, and deliver key opportunities that achieve aligned customer and business outcomes.

📝 Enhancement Note: This role, while not directly in revenue or sales operations, shares significant overlap with GTM operations by focusing on customer experience, product adoption, and market insights, all of which directly influence revenue generation and customer retention. The emphasis on data analysis and cross-functional collaboration is key for operations professionals.

📈 Primary Responsibilities

• Design and implement customer research and insight strategies, utilizing methods such as customer interviews, user testing, NPS, and complaint analysis to drive improvements in the PayMe platform.

• Facilitate workshops and co-creation sessions with diverse stakeholders, guiding them from initial ideation to concept validation, identifying user needs and service gaps.

• Analyze market trends and competitor landscapes to identify best practices and innovative approaches that can be adopted to enhance the customer experience.

• Manage the NPS reporting process, translating data into actionable insights and communicating customer pain points effectively across the organization.

• Partner with Product, Design, Growth, and Customer Servicing teams to identify, define, and deliver initiatives that yield both customer and business benefits.

• Cultivate strong stakeholder relationships across all levels, leveraging exceptional communication and influencing skills to drive necessary change and ensure alignment on service design initiatives.

• Establish and maintain best practices for research methodologies, including user interviews, usability testing, and surveys, ensuring consistency and efficiency in data synthesis.

• Proactively identify, assess, and mitigate key risks, issues, and interdependencies related to service design and research initiatives, maintaining alignment with Risk, Compliance, and Governance teams.

📝 Enhancement Note: The responsibilities highlight a strong focus on process improvement, data utilization, and cross-functional collaboration, which are core tenets of operations roles. The emphasis on identifying and mitigating risks is also a critical operations function.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Sociology, Business, or a related field is typically expected for a Senior Service Designer and Researcher role.

Experience: 5-10 years of proven experience in service design, user research, or a related customer experience role, with a demonstrated track record of influencing product and service improvements.

Required Skills:

• Proven experience in designing customer research and insight strategies to deliver holistic product and service improvements.

• Demonstrated analytical skills in managing qualitative and quantitative data, with familiarity in NPS metrics and reporting.

• Excellent customer focus with the capacity to understand and address customer needs and a commitment to delivering high-level services.

• Experience in facilitating working sessions for ideation, journey mapping, and concept creation.

• Strong understanding of the digital product life cycle and its associated research and design phases.

• Natural ability to engage deeply with people, whether observing or interviewing customers, or collaborating with team members.

• Exceptional presentation and communication skills, with the ability to use storytelling to effectively influence stakeholders.

• Proactive, self-driven attitude with the ability to deliver results within deadlines.

Preferred Skills:

• Proficiency in simplified Chinese.

• Experience within the FinTech or Banking industry.

• Familiarity with advanced qualitative and quantitative research techniques beyond standard NPS and interviews.

• Experience with journey mapping tools and collaborative design platforms.

• Knowledge of risk management and compliance processes within a financial institution.

📝 Enhancement Note: The requirements emphasize critical thinking, data analysis, and communication skills, aligning well with the analytical and strategic needs of operations roles. The preference for simplified Chinese indicates a specific market focus within the Hong Kong region.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 in-depth case studies detailing your process for designing and executing customer research strategies, from initial hypothesis to actionable insights.

• Clearly articulate the methodologies used (qualitative, quantitative, NPS analysis, user testing, etc.) and the rationale behind their selection for each project.

• Demonstrate how your research and insights directly led to tangible improvements in customer satisfaction, engagement, or business KPIs within a product or service context.

• Include examples of your work in facilitating workshops, journey mapping, and co-creation sessions, illustrating your ability to drive collaborative ideation.

Process Documentation:

• Examples of research plans, discussion guides, and survey designs that demonstrate a structured and systematic approach to data collection.

• Documentation of how you synthesize qualitative and quantitative data into clear, actionable insights and recommendations.

• Case studies or examples of how you have translated research findings into specific product or service design improvements.

• Evidence of managing NPS reporting, including how you track, analyze, and communicate customer pain points and sentiment.

📝 Enhancement Note: A strong portfolio is crucial for this role, mirroring the importance of process documentation and project outcomes in operations. Candidates should focus on demonstrating a clear, repeatable process for insight generation and impact measurement.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers and Researchers in Hong Kong with 5-10 years of experience, the estimated annual salary range is approximately HKD 600,000 - HKD 900,000. This can vary based on specific qualifications, interview performance, and HSBC's internal compensation structure.

Benefits:

• Comprehensive health insurance, including medical, dental, and vision coverage.

• Retirement savings plan (e.g., MPF contributions).

• Generous paid time off, including annual leave, public holidays, and sick leave.

• Opportunities for professional development, training, and certifications.

• Access to HSBC's global employee assistance program for well-being support.

• Potential for performance-based bonuses.

• Employee discounts on HSBC financial products and services.

Working Hours: A standard 40-hour work week is expected, typically Monday to Friday. While on-site, there may be flexibility depending on project needs and team agreements, but core hours will likely require physical presence.

📝 Enhancement Note: The salary estimate is based on research of similar roles in Hong Kong's financial services sector, considering the seniority and specific skill set required. Benefits are standard for large financial institutions in the region.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking and Digital Payments). HSBC is a global leader in the financial services industry, offering a vast range of banking and financial services to individuals and corporations. The PayMe platform represents HSBC's commitment to digital innovation and customer-centric payment solutions in the Hong Kong market.

Company Size: HSBC is a very large multinational corporation with hundreds of thousands of employees worldwide, operating in numerous countries. This implies a structured environment with a strong emphasis on global standards, compliance, and diverse career opportunities.

Founded: The Hongkong and Shanghai Banking Corporation Limited was founded in 1865. This long history provides a foundation of stability and extensive market experience, while its continuous evolution signifies an ongoing adaptation to modern financial services.

Team Structure:

• The role likely sits within a digital product development or customer experience division, possibly focused on the PayMe mobile payment application.

• The Service Designer and Researcher will work within a team that includes Product Managers, UX/UI Designers, Engineers, Marketing specialists, and Customer Service representatives.

• Reporting lines are likely to a Head of Product, Head of UX, or a similar senior leadership role within the digital or customer experience function.

Methodology:

• Data-driven decision-making is paramount, with a strong reliance on qualitative and quantitative research, NPS metrics, and user feedback to inform strategy.

• Agile methodologies may be employed for product development, requiring iterative design and research cycles.

• A customer-centric approach is fundamental, ensuring all initiatives are aligned with improving the end-user experience.

• Emphasis on risk management and compliance, integrated into all service design and research processes.

Company Website: https://www.hsbc.com/

📝 Enhancement Note: HSBC's size and industry context suggest a robust, process-oriented environment. Operations candidates will find a familiar emphasis on data, risk, and cross-functional alignment. The PayMe platform offers a specific area of focus for digital customer engagement.

📈 Career & Growth Analysis

Operations Career Level: This Senior Service Designer and Researcher role is positioned at a mid-to-senior level, requiring significant autonomy, strategic thinking, and the ability to mentor junior team members. It's a critical individual contributor role that influences product direction and customer strategy.

Reporting Structure: The role reports to a senior manager or director within the digital product, customer experience, or innovation department. Collaboration will span across product management, engineering, marketing, and customer service teams.

Operations Impact: While not a traditional "operations" role, the impact is significant. By improving customer experience, driving satisfaction (measured by NPS), and identifying key pain points, this role directly influences customer retention, acquisition, and ultimately, revenue growth for the PayMe platform. Insights generated can also optimize operational efficiency by reducing customer service complaints and streamlining user journeys.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies, digital payment user behaviors, or advanced service design techniques.

• Leadership: Transition into a Service Design Lead or Managerial role, overseeing a team of designers and researchers, and taking on greater strategic responsibility.

• Cross-Functional Moves: Leverage insights into customer behavior and product strategy to move into Product Management, Customer Experience Strategy, or GTM roles within HSBC.

• Industry Expertise: Develop a strong reputation in FinTech service design, leading to opportunities in other innovative financial institutions.

• Continuous Learning: Access to HSBC's extensive learning and development resources, including workshops, online courses, and industry conferences.

📝 Enhancement Note: The growth path emphasizes strategic contribution and leadership, common aspirations for experienced professionals in operations and related fields. The ability to translate customer insights into business outcomes is a transferable skill highly valued in operations.

🌐 Work Environment

Office Type: The role is designated as On-site, implying a traditional office environment within HSBC's Hong Kong operations. This setting is conducive to in-person collaboration, team meetings, and direct interaction with colleagues.

Office Location(s): The position is based in Kowloon, Hong Kong S.A.R., likely within HSBC's main office buildings or dedicated innovation hubs in the Kowloon City district. This location offers good connectivity and access to public transportation.

Workspace Context:

• The workspace will likely be a modern office setting designed to foster collaboration, with shared workspaces, meeting rooms, and potentially dedicated research labs or usability testing facilities.

• Access to relevant design and research tools, software, and technology is expected to support the role's requirements.

• Opportunities for regular interaction with a diverse team of product managers, designers, engineers, and business stakeholders, facilitating a dynamic and collaborative work environment.

Work Schedule: The standard work schedule is typically Monday to Friday, with an expectation of 40 hours per week. While core office presence is required, there might be some flexibility in start/end times, subject to team and departmental policies, which can be beneficial for managing research activities that may sometimes extend beyond traditional hours.

📝 Enhancement Note: The on-site requirement is typical for roles demanding high levels of collaborative ideation and direct stakeholder engagement. For operations professionals accustomed to hybrid or remote work, this signifies a more traditional, in-person work culture.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio by a recruiter or hiring manager to assess basic qualifications and fit.

• Hiring Manager Interview: A discussion focused on your experience, approach to service design and research, and understanding of customer-centric methodologies. Prepare to discuss your motivations for applying to HSBC and this specific role.

• Portfolio Presentation: A dedicated session where you will present 1-2 key case studies from your portfolio. Be prepared to walk through your process, the challenges you faced, your solutions, and the impact of your work. Expect questions about your methodology and decision-making.

• Stakeholder Interviews: Meetings with potential team members and cross-functional stakeholders (e.g., Product Managers, UX Designers, business leads). These interviews will assess your collaboration style, communication skills, and ability to influence.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and overall fit within the organization.

Portfolio Review Tips:

• Curate Strategically: Select case studies that best demonstrate your skills in research strategy, qualitative/quantitative analysis, workshop facilitation, and impact on customer satisfaction/business KPIs. Prioritize projects relevant to digital products or financial services if possible.

• Tell a Story: Structure your case studies as narratives: the problem, your approach (research methods, collaboration), your solution (insights, design recommendations), and the measurable outcome.

• Quantify Impact: Whenever possible, use data and metrics (e.g., NPS improvement, conversion rate increase, reduction in complaints) to demonstrate the tangible results of your work.

• Show Your Process: Clearly outline your research methodology, design thinking process, and collaboration strategies. Explain why you chose certain methods.

• Be Prepared for Questions: Anticipate questions about your decision-making, how you handle conflicting feedback, and how you prioritize research efforts.

Challenge Preparation:

• You may be asked to analyze a hypothetical customer problem or critique an existing service. Prepare to think critically and articulate your thought process.

• Practice explaining complex research findings and design recommendations in a clear, concise, and compelling manner, suitable for both technical and non-technical audiences.

• Be ready to discuss your understanding of the digital product lifecycle and how research integrates at each stage.

📝 Enhancement Note: The emphasis on a portfolio presentation and case studies is a strong parallel to operations roles that require demonstrating project management capabilities and ROI. Candidates should prepare to articulate their impact rigorously.

🛠 Tools & Technology Stack

Primary Tools:

• Research & Analysis: Tools for qualitative data analysis (e.g., Dovetail, NVivo), quantitative data analysis (e.g., SPSS, R, Python for statistical analysis), survey platforms (e.g., SurveyMonkey, Qualtrics), and NPS tracking software.

• Design & Prototyping: Tools for journey mapping, wireframing, and prototyping (e.g., Figma, Sketch, Adobe XD, Miro, Mural) will be essential for co-creation and visualizing concepts.

• Collaboration Platforms: Tools like Microsoft Teams, Slack, Jira, and Confluence for team communication, project management, and documentation.

Analytics & Reporting:

• Web/App Analytics: Familiarity with tools like Google Analytics or similar platforms to understand user behavior on digital platforms.

• BI Tools: Experience with Business Intelligence tools (e.g., Tableau, Power BI) for data visualization and dashboard creation, particularly for NPS and customer feedback reporting.

CRM & Automation:

• While not directly CRM-focused, understanding how customer feedback and research insights can feed into CRM strategies or inform customer segmentation is beneficial.

• Familiarity with marketing automation platforms or customer data platforms (CDPs) could be a plus for understanding how insights are operationalized.

📝 Enhancement Note: Proficiency in a range of research, design, and analytics tools is expected. For operations professionals, the ability to connect research insights to broader analytics and CRM strategies is a valuable transferable skill.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A fundamental value driving all research and design efforts, ensuring that the customer's needs and experience are at the forefront of decision-making.

• Data-Driven Insights: A commitment to using robust qualitative and quantitative data to inform strategy, validate hypotheses, and measure impact.

• Collaboration & Influence: A culture that encourages strong partnerships across teams, with an emphasis on effective communication and stakeholder management to drive change.

• Innovation & Continuous Improvement: A drive to explore new methodologies, identify market best practices, and consistently enhance the customer experience and service offerings.

• Accountability & Ownership: Taking responsibility for research outcomes, ensuring insights are actionable, and driving initiatives to completion.

Collaboration Style:

• Cross-functional Partnership: Close collaboration with Product Management, Engineering, Marketing, and Customer Service to ensure a holistic approach to service design and delivery.

• Workshop Facilitation: Actively leading and facilitating ideation, journey mapping, and co-creation sessions with diverse groups of stakeholders.

• Feedback Integration: Openness to receiving and providing constructive feedback to improve research processes, design outputs, and overall team performance.

• Knowledge Sharing: A culture of sharing research findings, best practices, and learnings across teams to foster organizational learning and continuous improvement.

📝 Enhancement Note: The values and collaboration style emphasize a structured, data-informed, and team-oriented environment, which is highly compatible with operations professionals' typical work ethos.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Insights to Action: The primary challenge will be effectively translating complex research findings into clear, actionable recommendations that resonate with diverse stakeholders and lead to tangible product/service improvements.

• Navigating Stakeholder Priorities: Balancing the needs and priorities of various departments (Product, Engineering, Marketing, Compliance) while advocating for the customer's perspective.

• Measuring Impact: Demonstrating the direct ROI of service design and research initiatives, particularly in a large, complex organization like HSBC, can be challenging.

• Market Volatility: Keeping pace with rapid changes in the digital payments landscape, evolving customer expectations, and competitor innovations.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to learn and apply cutting-edge qualitative and quantitative research methods.

• FinTech Specialization: Deepen expertise in the nuances of digital payments, financial services user behavior, and regulatory environments.

• Strategic Influence: Develop skills in strategic planning, influencing senior leadership, and driving organizational change through user-centered insights.

• Mentorship: Access to experienced leaders within HSBC's digital and customer experience teams for guidance and career development.

• Industry Exposure: Potential to attend industry conferences, workshops, and participate in professional development programs focused on service design and user research.

📝 Enhancement Note: The challenges and growth opportunities mirror those faced in operations roles, particularly in driving change, measuring impact, and continuous learning within a dynamic industry.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a customer research strategy that led to a significant product or service improvement. What was your process, and what were the key insights?" (Focus on structured approach, data use, and outcomes)

• "How do you approach facilitating co-creation workshops with diverse stakeholders? Provide an example of a challenge you faced and how you overcame it." (Highlight facilitation skills, collaboration, and problem-solving)

Company & Culture Questions:

• "What interests you about HSBC and specifically the PayMe platform?" (Research HSBC's digital strategy, PayMe's market position, and align your skills)

• "How do you stay updated on market trends and best practices in service design and user research, particularly within the FinTech sector?" (Demonstrate proactivity and industry awareness)

Portfolio Presentation Strategy:

• Select Impactful Projects: Choose 2-3 case studies that best showcase your end-to-end process and measurable results.

• Structure Your Narrative: Clearly define the problem, your methodology (research, ideation, validation), your specific contributions, the insights generated, and the impact. Use visuals where appropriate.

• Quantify Everything: Be ready to discuss the metrics you used to define success and the outcomes achieved.

• Explain Your 'Why': Articulate the rationale behind your methodological choices and design recommendations.

• Anticipate Questions: Be prepared to discuss challenges, alternative approaches, and how you would apply your learnings to HSBC's context.

📝 Enhancement Note: Interview preparation should focus on demonstrating a structured, data-driven, and impact-oriented approach, aligning with the expectations for senior roles in operations and GTM functions.

📌 Application Steps

To apply for this Senior Service Designer and Researcher position:

• Submit your application through the provided link on the HSBC careers portal.

• Curate Your Resume: Highlight experience in customer research, qualitative/quantitative analysis, stakeholder management, and impact measurement. Use keywords from the job description.

• Prepare Your Portfolio: Select 2-3 of your strongest case studies that demonstrate your end-to-end process, methodologies, and quantifiable results. Ensure it's easily accessible (e.g., PDF, personal website).

• Research HSBC and PayMe: Understand HSBC's digital strategy, the role of PayMe in the Hong Kong market, and their commitment to customer experience.

• Practice Your Presentation: Rehearse your portfolio walkthrough, focusing on clear storytelling, articulation of your process, and demonstration of impact. Be ready to answer challenging questions about your work.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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