Associate Director, Research and Insights

Associate Director, Research and Insights

We are seeking a dynamic and adaptable professional to join our Client Experience team, bringing together skills in market research, complaints data reporting and client feedback management. In this role, you will conduct client studies and surveys to generate actionable insights, while also driving improvement actions and projects with stakeholders based on complaints and feedback. You will balance research with hands-on problem solving to shape initiatives that enhance client satisfaction and ensure a seamless experience across touchpoints. This role is not a siloed research position; you will be at the heart of listening to clients, analyzing their needs and directly shaping improvements.

This is perfect for someone who thrives on variety, loves problem solving and is passionate about improving the client journey through data-driven insights and continuous improvement.

• Strategy
  • Build a culture of treating clients fairly and conducting sustainable business practices within the country WRB business by defining and implementing a roadmap of initiatives aligned with centrally agreed directives on conduct and risk reviews.
  • Adopt a client obsession mindset and deliver service excellence.
  • Lead and represent country along with Head, CE and Complaints in risk review sessions (as relevant).
  • Review and manage performance of risk review results and follow through on actions with the relevant stakeholders.
  • Ensure compliance with changes in Group Policy & Standards, Complaint Handling Procedures, local laws & regulations relating to complaint management and TCF Principles.
  • Identify and mitigate risks that would impact the overall complaint handling process.
  • Embed innovation, simplification and digitisation mindset to implement delighters along a client journey to improve client experience.

• Processes
  • Client Research & Insights
    • Conduct market and client research to gather insights through surveys, interviews, studies.
    • Analyse feedback and identify key themes and trends to better understand client needs and expectations.
  • Complaint & Feedback Management
    • Review complaints and translate client complaints and feedback into actionable improvements across processes, products and services.
    • Partner with cross-functional teams to design and deliver solutions that address client pain points.
  • Data Reporting and Analysis
    • Prepare and maintain regular reports on client satisfaction, complaints and experience metrics.
    • Prepare meeting decks for forums driven by Client Experience team.
    • Support stakeholders in data requests related to improvements, workshops or complaints reporting to Group Client Experience team or regulators (e.g., ABS).
    • Monitor KPIs and performance indicators (e.g., NPS) to provide leadership with visibility of client experience trends.
  • Continuous Improvements To Elevate Client Experience
    • Use insights from research, complaints and surveys to drive client-centric initiatives.
    • Proactively identify opportunities to enhance client experience, streamline workflows and improve service quality.
  • Regulatory & Business Conduct
    • Display exemplary conduct and live by the Group’s Values and Code of Conduct.
  • Key Stakeholders
    • Internal/External Stakeholders: Frontline, Products and Operations.
  • Other Responsibilities
    • Embed Here for good and Group’s brand and values in Client Experience.
    • Take on other projects such as improving client journey, processes and analyzing clients’ insights where applicable.
  Our Ideal Candidate
  • 4+ years of experience in banking processes with familiarity in banking processes.
  • Experience in Excel including formulas, trend analysis, and presenting insights in PowerPoint for C-suite level is preferred.
  • Experience in market research and insights, and speaking to clients.
  • Experience in a client experience background or UI/UX is a plus.
  Role Specific Technical Competencies
  • Good writing and communication skills.
  • PowerPoint
  • Excel (knowledge of Macros/Pivot is an advantage)
  • Research & Insights
  • UX/UI
  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, 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 holidays (30 days minimum).
  • Flexible working options based around home and office locations, with flexible working patterns.
  • Wellbeing support through Unmind, development courses for resilience and other human skills, global Employee Assistance Programme, and other resources.
  • A continuous learning culture to support growth, with opportunities to reskill and upskill and access to learning.
  • Being part of an inclusive and values-driven organisation that embraces and celebrates our diverse teams and geographies.

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