NatWest Group
Proposition Strategy & Customer Research Lead
Key Responsibilities
- Deliver compelling and differentiated customer propositions that meet customer needs and drive business growth.
- Create and drive a customer proposition roadmap aligned with business strategy, centered around the customer, and driving commercial and customer value.
- Monitor commercial and customer outcomes for propositions, requiring considerable stakeholder engagement.
- Conduct and coordinate Always On customer research to inform proposition roadmap.
- Create and continuously refine the customer proposition roadmap for the Retail Bank.
- Conduct and coordinate customer and competitor research to identify customer needs and trends.
- Identify opportunities for improvement in current offerings or propose new propositions.
- Collaborate with Marketing, Brand, Digital, and other cross-functional teams.
- Bring innovative propositions to life and set/track KPIs, balancing customer impact with commercial success.
- Execute competitor analysis and track macro trends to ensure propositions remain relevant.
- Manage internal and external investment funds for relevant portfolios.
- Contribute to strategic external partnerships impacting customer value and growth.
- Work with the Proposition Design Lead to design, develop, and test propositions.
- Work with the Proposition Scrum Lead to embed the measurement of go-to-market propositions.
- Lead teams, ensuring professional and agile capabilities meet business and customer needs; develop, coach, and empower managers and teams.
Skills and Expertise
- Understanding of customer proposition and research.
- High degree of commercial acumen and experience in the digital sector.
- Experience in the consumer financial services sector (preferred).
- Strong communication, leadership, and people management skills.
- Ability to influence senior stakeholders, internally and externally.
- Experience in innovating business and customer outcomes through digital technology.
- Experience of data science or behavioural science (advantageous).
- Experience of operational and financial planning and strong commercial acumen.
- Experience of delivering customer-centric transformational change and commercially beneficial initiatives.
- Ability to simplify complex and conflicting tasks and policy positions.
- Experience of embracing and role modelling agile capabilities and ways of working.
- Experience of relevant legal policies, regulatory and statutory obligations, and risk management.