Customer Engagement Manager

• We’ll look to you to support the delivery of our customer engagement strategy by establishing best in class principles-based customer needs
• You’ll be responsible for executing personalised and engaging experiences to drive value to both customers and the bank, collaborating with various business areas to gather data and insights from internal and external sources to improve digital engagement
• This is an opportunity to build a desirable skill set as you’ll be utilising experimentation through data driven decisions, implementing innovative digital solutions, and undertaking horizon scanning to understand emerging technologies and digital trends

As a Customer Engagement Manager, you’ll support the delivery of our digital engagement strategy, collaborating with others to ensure cohesive strategies across the franchise. You’ll deliver operational frameworks and ways of working to ensure digital customer engagement is part of the retail engagement model. You’ll also contribute to our measurement, analytics, and reporting mechanisms to provide a holistic view into customer experiences and retention, ensuring regulatory compliance for all digital engagement practices.

Furthermore, you’ll:

• Execute the short and long-term digital customer engagement roadmap and strategy, aligned with our goals
• Use operational frameworks to accelerate and maximise idea to value unlocks to help new and existing customers
• Monitor and analyse key performance indicators related to digital engagement, providing regular reports on digital engagement metrics, customer satisfaction, and ROI
• Collaborate with other Engagement Managers to execute engagement value through customer journeys and remove blockers for the team
• Collaborate, as required, with Marketing and Customer Journeys D&A to ensure cohesive digital strategies and engage with senior leadership and stakeholders to communicate digital initiatives and progress
• Ensure all digital engagement practices comply with relevant laws and regulations, and implement any adjustments as necessary

We’re looking for someone with the ability to execute long-term digital engagement strategies and create engaging, personalised digital experiences that unlock value. You’ll have an understanding of digital market trends and customer behaviours as well as digital customer needs and preferences across the end-to-end lifecycle.

You’ll have experience managing a team, an understanding of engineering or technical concepts, and knowledge of data analysis capabilities to understand and assess engagement and customer behaviour. Along with experience in a product strategy or product management role and with consumer facing products, you’ll have an understanding of customer needs, business strategy, and digital regulations.

We’re also looking for:

• Proficiency in using digital analytics tools and software
• Experience working in an agile framework and excellent collaboration skills to work effectively with various departments and stakeholders
• Strong verbal and written communication skills to deliver digital strategies, present to senior leadership, and convey complex information clearly and persuasively
• The ability to prioritise tasks, manage deadlines, and ensure successful project delivery
• Knowledge of digital tools, platforms, and technologies
• The ability to gather and analyse customer feedback, and understand and implement digital solutions effectively