Senior Manager Digital Service & Engagement
Senior Manager Digital Service & Engagement
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Job Description
Business Unit:Personal Banking Retail Banking
Salary Range: 73000 - 95000 per annum red-hot benefits
Location: UK Hybrid with travel to Glasgow / Newcastle / London
Contract Type: Permanent Full Time
Our Team
An exciting opportunity exists for a Senior Manager to join our Personal Digital Leadership team. In this role youll be instrumental in driving excellence across our digital customer journeys for our Personal Current Account and Personal Deposit Products. You will own evolve and implement the proposition and roadmap for digital servicing customer experience and deepening customer value alongside continuous improvement of day to day digital performance. This role covers leadership of our Personal Digital Tribe that develops and maintains our Personal Banking Apps and Internet Banking (and a lot more ). Youll work with colleagues across the Bank identifying new opportunities to develop the customer journeys and reduce friction in our banking experiences to drive improvements. Feel what customers feel and be part of the team at the very front of our digital experience. Exciting stuff right
What youll be doing
- Leading the development and execution of a strategic roadmap to digitise service and customer experiences driving enhanced CX cost-to-serve and retention and deepening of customer relationships.
- Own and evolve the digital servicing proposition aligned to PD strategy setting out the vision orchestrating the choices and decisions through to roadmap development and implementation (including RiB Mobile apps and our digital ecosystems).
- Continuous development & improvement of digital servicing and deepening capabilities informed by digital servicing performance CX insights competitor analysis segmentation and propositional development in order to achieve customer and commercial outcomes
- Scanning externally for new opportunities to develop and enhance the digital ecosystem for PD digital servicing.
- Ensuring all digital servicing journeys are compliant; supporting the identification management and resolution of any new risks as they emerge (and ownership where required)
- Translating digital strategy into leading change; supporting effective prioritisation of change (inc. pre-squad activity/ alignment) and execution (e.g. through Agile other change management frameworks) including s/holder engagement risk management communication.
- Delivering increased levels of digital customer engagement and customer lifetime value from point of acquisition.
We need you to have
- Expertise in creating mobilising & delivering improvements in customer experience
- Strong influencing collaboration and communication skills at all levels including ability to provide sound recommendations to Leadership Team members
- Ability to translate complex information into a clear and coherent format for control reporting and decision-making purposes and rapid identification of key issues themes and trends.
- Experience in leading change in an Agile environment
- Experience of Retail Banking
Its a bonus if you have but not essential
- Experience working in or around IT development and delivery
- Understanding of Personal Banking processes product set and commercial drivers
Red Hot Rewards
- Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)plus the option to buy more.
- Up to five extra paid well-being days per year.
- 20 weeks paid gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Market-leading pension.
- Free private medical cover income protection and life assurance.
- Flexible benefits include Cycle to Work wellness and health assessments and critical illness.
And theres no waiting around youll enjoy these benefits from day one.
Feeling insatiably curious about this roleIf were lucky to receive a lot of interest we may close the advert early and would hate you to miss out.
Were all about helping you Live a Life More Virgin so happy to talk flexible working with you.
Say hello to Virgin Money
Were making great strides towards achieving our ambition of becoming the UKs best digital bank. As a full-service digital bank with a heritage stretching back over 180 years were a workforce to be reckoned with. Were putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in peoples lives. Were customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose Making You Happier About Money. Our customer centric culture means that were able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.
Be yourself at Virgin Money
Our purpose is to make people happier about money this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. Were committed to creating an inclusive culture where colleagues feel safe and inspired to contribute speak up and be heard.
As a Disability Confident Leader were committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application contact our Talent Acquisition team
Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but well need you to confirm you have the right to work in the UK.
If youre successful in securing a role with us there are some checks you need to complete before starting. These include credit and criminal record checks and three years worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime it requires enhanced pre-employment checks well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks.
Required Experience:
Senior Manager
Employment Type
Full-Time
