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About the Role
Support senior management in driving the development of digital channels' priorities and investment needs, placing the customer at the heart of digital channel plans and continuously improving their digital journey. Oversee service delivery of digital channels to ensure an exceptional customer experience.
Responsibilities
- Own the digital journey, driving performance management, service proposition, and customer experience.
- Set the vision for digital features to create a world-class digital experience.
- Take ownership of the digital roadmap and the definition, management, and prioritisation of the digital backlog.
- Work with stakeholders and deliver on KPIs to inform and monitor the digital customer experience.
- Ensure continuous improvements in financial spend are within agreed budgets.
- Identify, manage, and escalate conduct risk to deliver key customer outcomes.
Requirements
- Strong knowledge of SEPA, Transactional Foreign Exchange (FX) & International Payments (IP).
- Previous experience of working in a Scrum or Agile team.
- Ability to innovate, partner, and collaborate with customers and colleagues.
- Successful track record of digital delivery and operations.
- Digital channel management experience.
- Human-centred design experience.
- Good understanding of the SEPA, FX and IP customer journey, its gaps, and the strategic and regulatory roadmap.
- Understanding of the needs of business customers and how to serve them digitally.
- Passion for customer-centric design.
- Familiarity with digital product management techniques, such as Lean start-up.
Skills
- SEPA
- FX
- IP
- Scrum
- Agile
- Digital Delivery
- Digital Operations
- Digital Channel Management
- Human-Centred Design
- Customer Journey Analysis
- Strategic Roadmap Planning
- Regulatory Roadmap Planning
- Business Customer Needs Analysis
- Customer-Centric Design
- Lean Start-up
Location
- London
- Manchester
Work Type
- Hybrid
- Work from home