Monique Hellel – Research Hero
Monique Hellel, head of personal customer insight, HSBC
Monique Hellel is a senior insight manager who was involved in deploying the Net Promoter system in HSBC’s wealth and personal banking division during the pandemic last year.
Across multiple markets, the team redeveloped its survey architecture at a time when new journeys and processes were being implemented at pace, and it needed to understand how it was servicing customers.
Hellel was nominated as a Research Hero because: “While the nature of the work was very time sensitive, Monique was able to work with multiple stakeholders across channel, journey and customer relationship management teams to achieve all the above. Overall, more than 150 new surveys were launched in 2020 to help facilitate a cycle of continuous improvement, and the survey findings being a primary focus for driving change within the bank.”
What is the biggest challenge you have faced during your career?
There has been a lot of change over the years, but I think things have only been challenges when you are not surrounded by trusted teams and managers. When you have good people by your side, the most complex of situations can be successfully negotiated.
What will be the next big trend or development in the research industry, and why?
As per William Gibson’s quote, the future is already here — it's just not very evenly distributed. Big data and the integration of survey responses to create predictive simulations are now an exciting reality that is opening a lot of opportunities for us to better understand our customers.
Who inspires you as a researcher?
Vanella Jackson – we first worked together more than 25 years ago, and I have always been impressed with the level of enthusiasm and curiosity that she applies to continually taking her agency to the next level.
View the full list of Research Heroes for summer 2021
Research Heroes is an ongoing programme throughout 2021, with a second tranche of Heroes to be published in the autumn.
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