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Customer Engagement Contact Strategy Lead
3 weeks ago
Customer Journey, Customer
Customer Engagement Contact Strategy Lead
- Birmingham, United Kingdom- Permanent- Full Time#R-00246340
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
- This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.
Job description
Join us as a Customer Engagement Contact Strategy Lead
- NatWest Retail has a bold ambition to lead the market for customer engagement at scale, meeting customer needs via the right interactions in the moments that matter most, delivering real and tangible income value to the business
- You’ll support the delivery of our engagement vision, by defining and shaping the overall customer contact engagement strategy for the bank, collaborating with stakeholders to ensure cohesive approaches across the franchise
- You’ll essentially represent the voice of the customer, and you’ll be responsible for coordinating how and when we engage through a range of different approaches across our digital and physical channels as well as designing and executing engagement experiences that are personalised, innovative, and will maximise valued interactions
- You’ll have the chance to make a significant impact, providing leadership and testing as well as rolling out new ways of working around customer engagement
What you’ll do
In this senior and strategic position, you’ll develop and deliver the short and long-term customer engagement roadmaps that align with our goals, ensuring integrated customer engagement is part of the retail operating model. You’ll set the overall contact strategy and coordinate across the franchise, working closely with our Channels, Journeys, Propositions, and Marketing teams to deliver a consistent engagement omni channel experience.
You’ll provide leadership in the delivery of our vision for engagement, setting the standards, and driving the consistency and reachability of our message across our customer base.
As well as this, you’ll:
- Performance manage the delivery of key contact initiatives across the Retail bank
- Discover, evaluate, and incubate next generation technologies and customer engagement approaches by continuously searching and testing new concepts
- Collaborate across the bank to define how we shape internal processes, resources, workflow, and governance to deliver the best customer experience
- Manage a platform for the collaboration of customer engagement to improve idea to value, ensuring a seamless, personalised, and consistent experience across all digital channels
- Horizon scan to stay abreast of emerging technologies and digital trends
- Implement innovative digital solutions to enhance customer engagement and streamline operations
The skills you’ll need
We’re looking for a strategic thinker with the ability to empathise with the customer and drive a holistic set of initiatives that lead to better outcomes. You’ll have extensive leadership experience, excellent collaboration and communication skills, and the ability to own and execute long-term digital engagement strategies.
Along with an understanding of digital market trends, customer needs, and customer behaviours, you’ll have the ability to create engaging, personalised digital experiences that unlock value. You’ll have strong data analysis capabilities, able to understand and assess engagement and customer behaviour, and you’ll have experience managing multiple digital projects simultaneously. You’ll also be proficient in digital analytics tools, platforms, and software, and have an understanding of digital regulations and compliance requirements.
Furthermore, you’ll demonstrate:
- The ability to drive innovation and think creatively about digital concepts
- The drive to explore new technologies and approaches and the ability to implement changes based on customer input to enhance digital engagement
- The ability to prioritise tasks, manage deadlines, and ensure successful project delivery
- Experience in customer experience management within a banking environment
- Proficiency in gathering and analysing customer feedback
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