NatWest Group
Proposition Strategy & Customer Research Lead
Key Responsibilities
- Creating and driving a customer proposition roadmap aligned with business strategy and centred around customer needs, driving both commercial and customer value.
- Collaborating with stakeholders and monitoring commercial and customer outcomes for propositions.
- Conducting and coordinating Always On customer research to inform the propositional roadmap.
- Creating and refining the customer proposition roadmap for the Retail Bank, prioritizing customer-focused initiatives aligned with Retail Banking strategy.
- Conducting and coordinating customer and competitor research to identify customer needs and emerging trends, proposing new propositions.
- Collaborating with Marketing, Brand, Digital, and other teams to develop and implement high-impact 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 to deliver customer goals and outcomes.
- Contributing to strategic external partnerships to enhance customer value and growth.
- Working with the Proposition Design Lead to design, develop, and test go-to-market propositions.
- Working with the Proposition Scrum Lead to embed the measurement of go-to-market propositions.
- Leading teams, developing, coaching, and empowering managers and teams.
Skills and Expertise
- Understanding of customer proposition and research.
- High commercial acumen and 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 of innovating business and customer outcomes through digital technology (data science or behavioural science experience advantageous).
- Experience of operational and financial planning and strong commercial acumen.
- Experience of delivering customer-centric transformational change and commercially beneficial initiatives.
- Ability to simplify complex tasks and policy positions and effectively manage and communicate them.
- Experience of embracing and role modelling critical agile capabilities.
- Experience of relevant legal policies, regulatory and statutory obligations, and risk management.