CRM Platform Lead

4 days ago

London, United Kingdom NatWest Full time

Join us as a CRM Platform Lead
- The CRM Platform Lead is responsible for shaping and delivering the technology strategy for customer engagement across NatWest Group
- You’ll be involved in the design, architecture, build, test, implementation, risk, security, stability, resilience, simplification, efficiency, service management and life-cycling of your platform
- Embracing an AI-first CRM strategy, leveraging agentic AI, low-code platforms, and real-time data to transform customer and colleague experiences

**What you'll do**:
As CRM Platform Lead, you'll partner with Franchise and Function leads to grow our customer base and deepen engagement via personalised AI-powered journeys and streamline customer service with intelligent workflows. You will own and evolve the platform roadmap for CRM at NatWest Group and be responsible for the delivery of initiatives managed by the Centre of Excellence, enabling bank-wide customer engagement outcomes. You’ll oversee technology platform choices and commercial strategy, including supplier and contract management in collaboration with supply chain services teams. You'll develop and maintain strong relationships with key stakeholders, acting as a Trusted Adviser representing the CRM centre of excellence and work closely with business users and technology colleagues, such as solution architects, engineers, and functional consultants, to lead and support the design and delivery of large-scale transformation programmes.

You’ll also be:

- Focusing on process re-design, simplification, automation, and delivery of operational efficiencies for frontline and operational colleagues, leveraging Dynamics 365 as the CRM platform
- Understand and challenge business needs across multiple client journeys, acting as a thought partner to the business, leveraging D365 and power platform out-of-the-box components, and aiming to re-use existing patterns and components when relevant, including key third parties like amazon web services
- Demonstrate thought leadership and innovation, as we transition to adaptive, insight driven and personalised experiences for colleagues and customers, leveraging emerging agentic AI capabilities from our key product partners
- Shaping and developing the team to adapt to the changing customer engagement needs of our business lines
- Driving real-time, personalised, and consistent engagement across all channels
- Leading the use of AI and automation as the team transition our service offerings to proactive, predictive, and empathetic customer journeys
- Delivering robust, compliant, and traceable CRM processes in a demanding regulatory and risk environment

**The skills you'll need**:
We’re looking for someone with proven experience as a Platform Lead in Agile environments, with a strong grasp of backlog management and stakeholder engagement. In addition, you'll have hands-on familiarity with CRM platforms or the ability to quickly gain proficiency.

You’ll also be expected to have:

- Strong understanding of enterprise architecture, data governance, and integration patterns
- Excellent communication and facilitation skills, with the ability to engage technical and non-technical audiences
- Analytical mindset with a data-driven approach to prioritisation and decision-making
- Experience working in matrixed environments and building consensus across diverse teams
- A growth mindset and appetite to stay ahead of emerging trends in CRM, Low Code, AI and digital transformation

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