Customer Engagement Contact Strategy Lead – London

Key Responsibilities

• Support the delivery of a customer engagement vision, defining and shaping the overall contact engagement strategy for the bank.
• Collaborate with stakeholders to ensure cohesive engagement approaches across the franchise.
• Represent the customer voice, coordinating engagement methods across digital and physical channels.
• Design and execute personalized, innovative engagement experiences to maximize valued interactions.
• Lead and test new ways of working around customer engagement.
• Develop and deliver short and long-term customer engagement roadmaps aligned with business goals.
• Ensure integrated customer engagement is part of the retail operating model.
• Set the overall contact strategy and coordinate across the franchise.
• Collaborate with Channels, Journeys, Propositions, and Marketing teams to deliver a consistent omni-channel experience.
• Provide leadership in delivering the engagement vision, setting standards, and driving consistent messaging.
• Performance manage the delivery of key contact initiatives across the Retail bank.
• Discover, evaluate, and incubate next-generation technologies and customer engagement approaches.
• Collaborate to define internal processes, resources, workflow, and governance for optimal customer experience.
• Manage a platform for customer engagement collaboration to improve idea-to-value delivery.
• Ensure seamless, personalized, and consistent customer experiences across all digital channels.
• Horizon scan emerging technologies and digital trends.
• Implement innovative digital solutions to enhance customer engagement and streamline operations.

Skills and Expertise

• Strategic thinking with customer empathy
• Extensive leadership experience
• Excellent collaboration and communication skills
• Ability to own and execute long-term digital engagement strategies
• Understanding of digital market trends, customer needs, and behaviors
• Ability to create engaging, personalized digital experiences
• Strong data analysis capabilities to understand and assess engagement and customer behavior
• Experience managing multiple digital projects
• Proficiency in digital analytics tools, platforms, and software
• Understanding of digital regulations and compliance requirements
• Drive innovation and think creatively about digital concepts
• Explore new technologies and approaches and implement changes based on customer input
• Prioritize tasks, manage deadlines, and ensure successful project delivery
• Experience in customer experience management within a banking environment
• Proficiency in gathering and analyzing customer feedback