Group Head of Digital Channel

**Role Purpose**

This group WPB (Wealth & Personal Banking) role will be a key member of the Group Customer Channels leadership team, reporting to the Head of Group Customer Channels. One of the five strategic priorities for WPB is to accelerate Digital Transformation to deliver a ‘Bank in Your Pocket’

We are looking for an inspiring & collaborative leader to champion the Group Digital Channel, whilst leveraging physical channels and stakeholders in the spirit of accelerating digital sales & digital engagement growth. The Digital Channel team will be globally accountable for growing customer usage of digital channels for all existing and new to bank customers, driving digital sales & engagement, improve digital channel experience, and reduce contacts in other physical channels. This role will focus on guiding the team to build and deploy frameworks and digital performance drivers that collectively accelerates and enables the group and markets to achieve their digital sales and digital engagement ambitions.

The role will be responsible for the leadership of the Wealth & Personal Banking Group Digital Channels team including;
- Accountability for the delivery of Group Digital Channel strategy. Establishing the organizational operating model which combines physical and digital to drive omni-channel accountability and end-to-end optimization.
- Key role both in revenue generation, transaction migration and reduction in cost to serve agenda
- Accountability for global digital sales, digital engagement & migration outcomes, in collaboration with stakeholders
- Define and drive key digital outcomes across customer (channel) journey, including digital funnel conversion, traffic optimization & acquisition, activation, and usage to drive transaction migration to digital.
- Build and deploy shared capabilities, which are scalable, designed to accelerate digital sales, service to sales & channel migration growth (incl utilization of existing tools & capability), in line with Group Channel goals
- Leverages digital performance drivers (capabilities), in partnership with Technology/Data/Marketing & markets.
- Establishing multi-channel sales and fulfilment frameworks. Connects with physical channel to un-lock opportunities which further drive digital outcomes (sales & migration to digital)
- Drive and disseminate best practice, operational capability and efficiency
- Key stakeholder and voice of the digital channel across the value-streams, ensuring ‘fit for channel’ journey delivery
- Identify and sponsor key enablers to evolve channel digital transformation e.g. Conversational Banking
- Lead and design a Digital Command Center for target setting, measurement and performance optimization

**Principal Accountabilities: Key activities and decision making areas**

**Impact on the Business**
- Accelerate commercialization of digital assets by leveraging digital and physical channels, from traffic to conversion to servicing
- Establish Group Digital Channel TOM, as part of an integrated distribution model, to enable the acceleration of transaction migration in markets
- Responsible for defining and maintaining a clear set of metrics for the Digital Channel that supports the Channel goals
- Build and deploy a global framework that enable markets to set their digital sales, engagement & contributing channel targets (note - targets submitted & owned by markets)
- Collaborate with value streams and markets to design, build and deploy scalable, multi-market capabilities. Deliver digital channel customer journey (multi channel) across the business in partnership with the markets
- Greatly improved target setting, measurement & performance optimization
- Optimize revenue by proactively working with markets on digital and multichannel initiatives that help us meet customer financial needs.
- Cost optimization opportunities, and lead channel migration activities (servicing & transaction) supported by the wider Channels teams
- Partner with colleagues across GCC & markets to build the 3 -5 year strategic view for Channels to drive digital growth and engagement

**Stakeholders**: Role has a wide and complex range of internal and external stakeholders across all geographies and requires leadership and influencing, without always having direct accountability for implementation

The role holder will be responsible for
- Supporting Segment & Product teams in digitizing journeys, products and propositions
- Supporting Marketing on insights, growth drivers & enablers
- Collaborating with business leads and Data & Analytics to define measurement frameworks, data sourcing, tooling, insights and dashboards
- Collaborates across lines of business, with external vendors/ consultants
- In partnership with Service teams within GCC leads interaction with Customer teams on customer satisfaction within the Digital channel

**Leadership & Teamwork**
- Role model for valuing difference, succeeding together, taking responsibility and getting i