Key Responsibilities

• Own, maintain, and prioritise the overall Retail Engagement backlog.
• Support the delivery of the digital engagement strategy, collaborating with stakeholders for cohesive approaches.
• Lead dedicated engagement mission teams, establishing best-in-class engagement principles, understanding customer needs across the lifecycle, and executing to drive value.
• Make a significant impact by providing leadership, testing, and rolling out new ways of working around customer engagement.
• Design and execute personalised, innovative engagement experiences maximising valued interactions.
• Develop and deliver short and long-term digital customer engagement roadmaps aligning with business goals.
• Ensure integrated customer engagement is part of the retail operating model, leading coordination across journeys and channels.
• Prioritise customer lifecycle initiatives aligned to proposition goals.
• Establish robust measurement, funnel analytics, customer analytics, and reporting mechanisms to provide a holistic view of customer engagement value.
• Gather data and insights from internal and external sources to improve digital engagement.
• Execute the franchise digital engagement strategy through dedicated missions.
• Provide leadership in the delivery of the vision for digital engagement, setting standards and building expertise on supporting roadmap tooling.
• Use operational frameworks to support acceleration and maximise idea-to-value unlocks for new and existing customer engagement.
• Identify market opportunities, testing with end users and collaborating with business partners to understand needs.
• Integrate top-down strategic initiatives and journey work into the vision, ensuring backlogs are interlocked and prioritised to support the Engagement roadmap.
• Coordinate across missions to ensure clear objectives and aligned engagement backlogs.
• Discover, evaluate, and incubate next-generation technologies and customer engagement approaches.
• Collaborate across the bank to define internal processes, resources, workflows, and governance for the best customer experience.
• Manage a platform for customer engagement collaboration to improve idea-to-value, ensuring a seamless, personalised, and consistent experience across all digital channels.

Skills and Expertise

• People management 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.
• Ability to use analysis to prioritise business value.
• Experience working with technology teams (preferred).
• Understanding of digital market trends, customer needs, and behaviours.
• Ability to create engaging, personalised digital experiences.
• Strong data analysis capabilities understanding and assessing engagement and customer behaviour.
• Experience managing multiple digital projects simultaneously.
• Proficiency in digital analytics tools, platforms, and software.
• Understanding of digital regulations and compliance requirements.
• Drive innovation and think creatively about digital concepts.
• Drive to explore new technologies and approaches, and ability to implement changes based on customer input to enhance digital engagement.
• 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.