NatWest Group
Customer Engagement Business Performance & Value Lead
Key Responsibilities
- Support the delivery of digital engagement strategy, collaborating with stakeholders for cohesive franchise approaches.
- Drive the performance of engagement business, identifying trends and patterns, and presenting insights to management.
- Support the delivery of short and long-term digital customer engagement roadmaps aligning with business goals.
- Contribute to measurement, analytics, and reporting for holistic customer experience and retention views.
- Gather data and insights from internal and external sources to improve digital engagement.
- Execute the franchise digital engagement strategy, accelerating idea-to-value unlocks for new and existing customers.
- Identify market opportunities by testing with end-users and collaborating with business partners.
- Discover, evaluate, and incubate next-generation technologies and customer engagement approaches.
- Collaborate across the bank to define processes, resources, workflow, and governance for the best customer experience.
- Formulate and implement policies and processes for efficient data collection and analytical techniques.
Skills and Expertise
- Experienced manager with excellent collaboration and communication skills.
- Ability to own and execute long-term digital engagement strategies.
- In-depth understanding of customer needs and business strategy.
- Strong project management skills and advanced analytics experience contributing to business results.
- Understanding of digital market trends, customer needs, and behaviours.
- Strong data analysis capabilities with proficiency in digital analytics tools like Python and R.
- Knowledge of machine learning and econometric modelling techniques.
- Extensive experience in data science or advanced analytics.
- Ability to drive innovation, think creatively, explore new technologies, and implement changes based on customer input.
- Ability to prioritise tasks, manage deadlines, and ensure successful project delivery.
- Proficiency in gathering and analyzing customer feedback.
- Knowledge of industry trends and commitment to staying updated on new technologies.
- Degree in Data Science, Econometrics, Statistics, Mathematics, or related field, or equivalent work experience.