Content Engagement Lead

3 weeks ago

Edinburgh, United Kingdom NatWest Digital X Full time

Join us as a Content Engagement Lead

  • This is a unique opportunity to lead the design and delivery of the digital future to ensure an effortless end-to-end customer experience
  • We’ll look to you to lead an outstanding and highly talented team in delivering world class digital customer experiences that are based on customer needs and pain points as well as emerging global trends and market insight
  • You’ll be championing future knowledge and innovation, instilling an ethos of continuous improvement so that we can support our customers
  • We're offering this role for a period of 12 monthsWhat you'll do

    You’ll oversee the creation and delivery of digital or face to face experiences, propositions, channels, capabilities and releases to ensure an effortless end-to-end customer experience. Through Agile ways of working, you’ll lead a prioritised backlog to improve customer experiences or pilot new digital or face to face propositions with customers and support their delivery at scale across various channels to deliver on our digital customer strategy.

    So that we can remain a market leading function, you’ll be monitoring competitor activity and gathering a deep understanding of market benchmarks to provide ideas and concepts that support the next generation of digital or face to face experiences.

    In addition to this, you’ll be:

    • Leading the development and management of the roadmap, backlog or strategy to deliver continuous interaction with digital or face to face experiences
    • Leading the delivery and optimisation of new and innovative experiences or propositions, focusing specifically on new and emerging technologies
    • Building meaningful and sustainable relationships with stakeholders and suppliers to optimise and enhance capabilities by driving collaboration to reach the right outcome
    • Shaping the narrative for what delivery of a step change capability will unlock for our customers and the organisation whilst keeping senior stakeholders updatedThe skills you'll need

      You’ll be an expert in digital channels or developing new customer digital or face to face propositions and services, with a good understanding of brands, storytelling and experiential marketing. Demonstrating creative and lateral thinking, you’ll have the ability to define or implement strategic direction for future customer experiences, and harness digital and technological advances that truly benefit our customers. You'll also need the ability to think strategically to balance day one requirements with the longer term vision.

      Additionally, you’ll demonstrate:

      • An analytical and data driven mindset
      • Experience of leading, motivating and coaching teams to improve overall team and individual capability
      • The ability to drive and deliver innovative ideas through Agile ways of working, unblocking as challenges arise and enabling the team to progress at pace
      • The ability to work with and influence colleagues, key stakeholders and third party suppliers across all levels
      • Experience of deep collaboration with a Technology and Data & Analytics team

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