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Senior Adoption and Engagement Analyst

https://www.hsbc.com Logo

HSBC

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Location:
Poland

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

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). HSBC is enhancing the utilisation of Generative AI to boost colleagues' productivity and increase their effectiveness, ensuring a controlled and responsible approach. 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.

Job Responsibility:

  • Provide ongoing support throughout the onboarding process to ensure users in market are set up for success
  • Drive adoption of the tool including providing user onboarding and ongoing training sessions
  • 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
  • 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

Requirements:

  • Project management skills and experience in large and complex projects
  • 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
  • Extroverted and outgoing personality, comfortable engaging with stakeholders from diverse backgrounds
  • Strong written and verbal communication skills
  • 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
  • Passionate about staying up to date on the latest technology advancements and their benefits to financial services

Nice to have:

  • Cantonese language skills
  • Familiarity with support and CRM platforms, such as JIRA
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 and kindergarten discounts
  • Financial support with trainings and education
  • Social fund
  • Flexible working hours
  • Free parking

Additional Information:

Job Posted:
November 21, 2025

Expiration:
February 27, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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