Digital Experience Lead

2 weeks ago

Guernsey, United Kingdom RBS International Full time

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 Guernsey and as such all normal working days must be carried out in Guernsey.

Join us as a Digital Experience Lead
- If you’re passionate about creating fantastic digital experiences and harnessing insight to improve our customers' banking experience, this could be the ideal role for you
- You’ll lead the improvement of digital sales, services and adoption processes, delivering measurable uplifts in both end-to-end customer experience and sales performance
- Working in a dynamic environment, you’ll be given a great platform to channel your creativity and deliver a positive digital experience for our customers

**What you'll do**:
Your role as a Digital Experience Lead will see you leading digital services, sales and adoption for our digital platforms. You’ll analyse and use customer feedback, journey tracking and analytics data to drive and share insight on emerging trends, while championing and implementing initiatives that will add value to our customer propositions and drive our overall digital strategy.

Day-to-day, you’ll be:

- Engaging in the strategic roadmap for the digital channel and product areas
- Managing and leading a team of digital experience managers in-line with agreed performance goals
- Influencing and negotiating with senior stakeholders and collaborating with product, marketing and analytics teams to advance business objectives
- Making sure that all digital sales processes deliver fair outcomes for customers and are fully compliant with appropriate regulations
- Working closely with risk colleagues to make sure that risks are properly identified and managed

**The skills you'll need**:
To succeed in this role, you’ll need a track record in digital sales, servicing and adoption improvement and delivery. You’ll also have experience of leading, motivating and coaching teams to improve overall team and individual capability.

We also expect:

- The ability to build and maintain strong and effective relationships with key stakeholders
- A strong understanding of budget management, commercial and planning experience
- Knowledge of the function’s operating model with a broad understanding of the digital business, customer touch points
- Financial services experience in a similar role and a strong business awareness
- Excellent organisational skills and the ability to manage multiple concurrent projects and deliver against tight timescales
- Strong written and verbal communication skills

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