NatWest Group
Customer Engagement Business Performance & Value Lead
Key Responsibilities
- Lead digital engagement strategy delivery, collaborating with stakeholders for cohesive franchise-wide approaches.
- Drive performance of engagement business, identifying trends, synthesizing insights, presenting to management, and shaping strategic direction.
- Support delivery of short and long-term digital customer engagement roadmaps aligning with business goals, ensuring integrated engagement within the retail operating model.
- Contribute to measurement, analytics, and reporting mechanisms for a holistic view of customer experiences and retention.
- Gather data and insights from internal and external sources to improve digital engagement.
- Execute franchise digital engagement strategy, accelerating and maximizing idea-to-value unlocks for new and existing customers.
- Identify market opportunities, testing with end users and collaborating with business partners to identify needs.
- Discover, evaluate, and incubate next-generation technologies and customer engagement approaches.
- Collaborate bank-wide to define processes, resources, workflows, and governance for optimal customer experience.
- Formulate and implement policies and processes for efficient data collection and analytical techniques.
Skills and Expertise
- Experienced manager with strong collaboration and communication skills.
- Ability to own and execute long-term digital engagement strategies.
- In-depth understanding of customer needs and business strategy, using analysis for prioritization of business value.
- Strong project management skills and experience with advanced analytics, contributing to business results.
- Understanding of digital market trends, customer needs, and behaviors, creating engaging and personalized digital experiences.
- Strong data analysis capabilities, including proficiency in digital analytics tools (e.g., Python, R) and techniques (e.g., machine learning, econometric modeling).
- Degree in Data Science, Econometrics, Statistics, Mathematics, or related field, or equivalent experience.
- Extensive experience in data science or advanced analytics.
- Ability to drive innovation and think creatively about digital concepts.
- Drive to explore new technologies and approaches, implementing changes based on customer input.
- Ability to prioritize tasks, manage deadlines, and ensure successful project delivery.
- Proficiency in gathering and analyzing customer feedback.
- Knowledge of industry trends and commitment to staying up-to-date on new technologies.