NatWest Group
Customer Proposition Strategy Lead
Key Responsibilities
- Creating and driving a customer proposition roadmap aligned to business strategy.
- Conducting and coordinating Always On customer research to inform the proposition roadmap.
- Creating and refining the customer proposition roadmap for the Retail Bank, prioritizing initiatives aligned with Retail Banking strategy.
- Conducting and coordinating customer and competitor research to identify customer needs and trends.
- Identifying opportunities for improvement or proposing new propositions.
- Collaborating with Marketing, Brand, Digital, and other cross-functional teams.
- Developing and implementing compelling propositions.
- Setting and tracking KPIs for each proposition, balancing customer impact and commercial success.
- Monitoring commercial and customer outcomes.
- Executing competitor analysis and tracking macro trends to maintain proposition relevance and competitiveness.
- Managing internal and external investment funds for relevant portfolios, determining products, services, and experiences to meet customer goals.
- Contributing to strategic external partnerships that enhance customer value and growth.
- Working with the Proposition Design Lead on designing, developing, and testing go-to-market propositions.
- Working with the Proposition Scrum Lead on embedding measurement of go-to-market propositions.
- Leading teams, ensuring agile capabilities meet business and customer needs, and developing, coaching, and empowering managers and teams.
Skills and Expertise
- Understanding of customer proposition and research.
- High degree of commercial acumen.
- Experience in the digital sector (experience in consumer financial services preferred).
- Strong communication, leadership, and people management skills.
- Ability to influence senior stakeholders (internal and external).
- Experience innovating business and customer outcomes through digital technology.
- Experience with data science or behavioural science (advantageous).
- Experience of operational and financial planning.
- Experience of delivering customer-centric transformational change.
- Ability to simplify complex tasks and effectively manage and communicate them.
- Experience with agile capabilities and ways of working.
- Experience with relevant legal policies, regulatory obligations, and risk management.