Join us as a Customer Engagement Mission Control 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 own, maintain, and prioritise the overall Retail Engagement backlog and you’ll support the delivery of our digital engagement strategy, collaborating with stakeholders to ensure cohesive approaches across the franchise
• You’ll lead a number of dedicated engagement mission teams, establishing best in class engagement principles centred around a deep understanding of customer needs across the end-to-end lifecycle, and executing these to drive value to both customers and the bank
• You’ll have the chance to make a significant impact, providing leadership and testing and rolling out new ways of working around customer engagement, designing and executing engagement experiences that are personalised, innovative, and will maximise valued interactions with customers

What you’ll do

In this senior and strategic position, you’ll develop and deliver the 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 lead coordination across journeys and channels, prioritising customer lifecycle initiatives aligned to proposition goals. You’ll also ensure we have a robust measurement approach as well as funnel analytics, customer analytics, and reporting mechanisms to provide a holistic view of the value of customer engagement.

Working closely with Journey & Propositions teams across Retail as well as our Digital, Channels, Data & Analytics, and Marketing teams, you’ll gather data and insights from internal and external sources to improve digital engagement. You’ll then execute the franchise digital engagement strategy through dedicated missions.

As well as providing leadership in the delivery of our vision for digital engagement, setting the standards and building expertise on tooling that supports our roadmap, you’ll use operational frameworks to support the acceleration 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
• Integrate top-down strategic initiatives and journey work into our vision and ensure backlogs are adequately interlocked and prioritised to support the Engagement roadmap
• Coordinate across missions to ensure that every squad has clear objectives and that Engagement backlogs are aligned, where appropriate, for cross-team priorities
• 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
• Manage a platform for the collaboration of customer engagement to improve idea to value, ensuring a seamless, personalised, and consistent experience across all digital channels

The skills you’ll need

We’re looking for a people 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 ideally have experience working with technology teams.

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, able to understand and assess engagement and customer behaviour, and you’ll have experience managing multiple digital projects simultaneously. You’ll also be proficient in digital analytics tools, platforms, and software, and have an understanding of digital regulations and compliance requirements.

Furthermore, you’ll demonstrate:

• 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
• Experience with consumer facing products and an understanding of engineering or technical concepts

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