Customer Engagement Business Performance & Value Lead

Join us as our Customer Engagement Business Performance & Value Lead

• NatWest Retail has a bold ambition to lead the market for customer engagement at scale, meeting customer needs via the right interactions in the moments that matter most, delivering real and tangible income value to the business
• You’ll support the delivery of our digital engagement strategy, collaborating with stakeholders to ensure cohesive approaches across the franchise
• You’ll have the chance to make a significant impact, providing leadership and testing as well as rolling out new ways of working around customer engagement, designing and executing engagement experiences that are personalised, innovative, and will maximise valued interactions
• You’ll own and drive the performance of our engagement business, identifying key trends and patterns, synthesising insights, presenting to management, and helping to shape the strategic direction of our missions

What you’ll do

You’ll support with the delivery of short and long-term digital customer engagement roadmaps that align with our goals, ensuring integrated customer engagement is part of the retail operating model. You’ll also contribute to the measurement, analytics, and reporting mechanisms to provide a holistic view into customer experiences and retention.

Working closely with stakeholders, you’ll gather data and insights from internal and external sources to improve digital engagement. You’ll also help to execute the franchise digital engagement strategy, and you’ll use operational frameworks to accelerate and maximise idea to value unlocks to help engage new and existing customers.

As well as this, you’ll:

• Identify market opportunities, testing directly with end users and collaborating with business partners to identify needs
• Discover, evaluate, and incubate next generation technologies and customer engagement approaches by continuously searching and testing new concepts
• Collaborate across the bank to define how we shape internal processes, resources, workflow, and governance to deliver the best customer experience
• Formulate and implement policies and processes for efficient and comprehensive data collection and analytical techniques

The skills you’ll need

We’re looking for an experienced manager with excellent collaboration and communication skills and the ability to own and execute long-term digital engagement strategies. You’ll have an in-depth understanding of customer needs and business strategy, and the ability to use analysis to prioritise business value. You’ll also have strong project management skills and experience with successful advanced analytics work that has contributed to business results.

Along with an understanding of digital market trends, customer needs, and customer behaviours, you’ll have the ability to create engaging, personalised digital experiences that unlock value. You’ll have strong data analysis capabilities, and a degree in Data Science, Econometrics, Statistics, Mathematics, or a related field, or equivalent work experience. You’ll also be proficient in digital analytics tools such as Python and R, and techniques such as machine Learning and econometric modelling.

Furthermore, you’ll demonstrate:

• Extensive experience in a data science or advanced analytics role
• The ability to drive innovation and think creatively about digital concepts
• The drive to explore new technologies and approaches and the ability to implement changes based on customer input to enhance digital engagement
• The ability to prioritise tasks, manage deadlines, and ensure successful project delivery
• Proficiency in gathering and analysing customer feedback    
• Knowledge of industry trends and a commitment to stay up to date on new technologies

Hours

Job Posting Closing Date: