Join us as an Experience Manager

• You’ll be designing, running and delivering the digital bank of the future with responsibilities residing in the creation and delivery of all digital experiences, propositions and channels
• Through identifying opportunities to digitise, improve and manage digital experiences, you’ll deliver increased customer value through our digital channels, propositions, products and services
• This is an opportunity for you to develop your knowledge and skills in an environment that offers a real investment in your development

THE SKILLS YOU’LL NEED

It’s important that you hold the ability to define and implement strategic direction for the future customer. In addition to this, you’ll be able to provide expertise in digital channels, including mobile and online as well as digital propositions.

You’ll also have:

• Effective verbal and written communication skills with demonstratable experience of applying this with stakeholders at all levels
• A problem-solving mindset, with a focus on overcoming obstacles to deliver great customer experiences
• The ability to adapt and work under pressure, whilst maintaining a high standard of output
• Demonstratable stakeholder management skills
• Experience in using design methodology to execute strategic propositions
• The ability to demonstrate creative thinking
• Experience in seeking out and analysing varied data, conducting analysis to reach conclusions, and presenting these succinctly to influence decisions with senior audiences
• Experience in developing innovative and impactful customer experiences
• The ability to drive and deliver innovative ideas through Agile ways of working, harnessing digital and technological advances that truly benefit our customers

As an Experience Manager, you’ll be integral to planning a prioritised backlog of improvements to customer experiences. You’ll bring these propositions to life while identifying opportunities to provide insights to impact the digital experience.

Day-to-day you’ll be:

• Monitoring competitor activity across our digital channels and propositions and identifying responses to changes in the market
• Delivering digital experiences that can better meet customer needs at key moments and resolve pain points, taking into account research on NPS, complaints analysis and risk requirements
• Managing interdependencies and cross-team synchronisation, ensuring that teams have a clear understanding of how their work helps the customer
• Creating high-quality presentations and updates, collaborating with a broad range of stakeholders to ensure the accuracy of content and information
• Making sure that relevant compliance, conduct, control and risk policies are followed by the team