Senior Adoption and Engagement Analyst (LLM-based Productivity Tool)

Senior  Adoption and Engagement Analyst (LLM-based Productivity Tool

Group AI Management & Strategy

Emerging Technology, Innovation & Ventures

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Your career opportunity

Group AI Management and Strategy (AIMS) team is responsible for developing and implementing Group-wide strategic programs across HSBC aimed at accelerating the commercialisation and delivery of Artificial Intelligence / Machine Learning (AI/ML). Key areas of focus include responsible development practices, common platforms and capabilities, AI technology enablement, governance, and the Group-wide AI Strategy.

HSBC is enhancing the utilisation of Generative AI to boost colleagues' productivity and increase their effectiveness, ensuring a controlled and responsible approach. We are seeking a dynamic  Adoption and Engagement Analyst to join our team.  This role is pivotal in ensuring the successful delivery of our LLM-based productivity tool by providing comprehensive onboarding and user support. Colleagues across the Group have access to an LLM-based productivity tool to support their day-to-day tasks, including translation, document analysis and text assistance. The ideal candidate will have a strong background in project management, excellent organizational skills, and the ability to collaborate effectively across teams. 

What you’ll do

Onboarding & Enablement

• Provide ongoing support throughout the onboarding process to ensure users in market are set up for success from onboarding meeting to product walkthroughs.

• Drive adoption of the tool including providing user onboarding and ongoing training sessions. 

Customer Support

• Proactively gather, document, and synthesise user feedback various markets for our Product and Engineering teams to drive product improvements.

• Provide high quality and ongoing support including incident management and escalating to relevant parties to resolve user problems. 

Reporting and Documentation

• Serve as a first line response to support tickets, addressing their questions and resolving issues in a timely and empathetic manner.

• Monitor and maintain user adoption and engagement metrics and set best practices for driving adoption and engagement goals.

What you need to have to succeed in this role

Experience and Knowledge:

• Project management skills and experience in large and complex projects with previous experience in a customer success role. 

• Experience working with cross-cultural or regional teams across different geographic regions and time zones.

• Knowledge of emerging technologies such as Artificial Intelligence and Generative Artificial Intelligence (AI/GAI).

• Familiarity with support and CRM platforms, such as JIRA, is a plus.

Skills and Qualification:

• Extroverted and outgoing personality, comfortable engaging with stakeholders from diverse backgrounds.

• Strong written and verbal communication skills and ability to effectively interact with key stakeholders and users. Cantonese and English (both spoken) is a plus.

• Highly organized, with the ability to manage multiple onboarding projects and support tickets without compromising quality.

• Proactive attitude, self-motivated, goal-oriented, and passionate about staying up to date on the latest technology advancements and their benefits to financial services.

What we offer

• Competitive salary

• Annual performance-based bonus

• Additional bonuses for recognition awards

• Multisport card

• Private medical care

• Life insurance

• One-time reimbursement of home office set-up (up to 800 PLN).

• Corporate parties & events

• CSR initiatives

• Nursery discounts

• Financial support with trainings and education

• Social fund

• Flexible working hours 

• Free parking

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural test

• Telephone screen

• Job Interviews with the hiring manager 

We are looking to hire as soon as possible so don’t wait and apply now!

You'll achieve more when you join HSBC.

We thank all interested candidates for their applications. We reserve the right to contact only selected candidates.

Applications sent to us will be taken into consideration only if they include the following statement:

“I hereby declare that I have familiarized myself with the Privacy Statement for Applicants published at http://www.about.hsbc.pl/careers and I hereby give consent for personal data included in my application to be processed for the purposes of recruitment in HSBC Service Delivery (Polska) Sp. z o. o. according to rules described in the Privacy Statement for Applicants, as per the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (GDPR).”

In case you would like to resign from participation in recruitment process or withdraw previously sent to us application, please email us at: krakow.recruitment@hsbc.com