Digital Product Manager - Moving Money

Join us as a Digital Product Manager – Moving Money

• If you’re passionate about creating fantastic digital experiences and harnessing innovation to improve client experience, this could be the ideal role for you.
• Working at Coutts, you’ll be given a great platform to channel your creativity and deliver a market leading digital experience for our exceptional clientele. 
• We’re looking for someone to take on digital product ownership of the Moving Money features in our client facing mobile app and online banking channels

In this role, you’ll own the digital product vision and day-to-day performance of the Moving Money features within the Coutts secure digital channels. As the digital product leader for this feature set, you will inspire teams, set priorities and actively share digital outcomes.

We’ll expect you to demonstrably strengthen our competitive positioning and improve value for clients, by owning the digital experience roadmap for your feature area. You will create a prioritised backlog to improve client experiences with new and enhanced digital features, bringing our Private Banking and Wealth Management strategy to life in the digital channel.

You’ll also be responsible for:

• Monitoring digital feature health and identifying improvement opportunities through analysis of client behaviour, client research, feedback, enquiries and complaints
• Instilling a focus on continuous improvement, working with designers, delivery teams and engineers to harness digital and technological advances that benefit our clients and find a path to release value incrementally
• Building relationships at all levels across the business to gain continuing support for project concepts and delivery, helping to remove blockers
• Making sure teams maintain the release train, including plans and estimation, managing interdependencies and cross team synchronisation
• Support delivery and change teams as the digital product escalation contact throughout the build, deployment and management phases of the delivery lifecycle where there are blockers, constraints, risks and issues that may impact client experience
• Acting as digital product escalation contact to address incidents and complaints
• Maintaining frontline and client facing support materials that positions the digital product in a positive light and offers helpful support materials where questions arise

To be successful in this role, you’ll have the ability to define and implement strategic direction for future customer experiences. You’ll also have knowledge of digital channels, including mobile, online, and digital propositions, digital marketing, analytics, and customer research.

We’ll expect you to have an understanding of experience management, including journey mapping, UX and funnel management. You’ll also have experience of design methodology to execute strategic propositions.

You’ll also need:

• Digital product expertise in the Moving Money feature area, along with the curiosity and resourcefulness to maintain your domain expertise in this field
• A strong understanding of iOS, Android and web platform capabilities and understanding of digital product solutions and trends
• Strong communication skills, with an ability to understand and share technical concepts with audiences with varied levels of technical expertise. At times this may include discussing investigation findings with clients alongside their Private Banker
• Problem solving and negotiation skills, with proven experience deploying these to secure great client experience outcomes; combining digital product knowledge and experience to ask the right questions, respond on your feet, write thought leadership, engage in productive debate and know what to take away to seek further expert advice
• Experience of developing creative, innovative, impactful customer experiences and the ability to adapt to quickly changing environments
• Excellent presentation skills and storytelling, to collate information, clearly frame decisions in an informative and balanced way, enabling good commercial and client experience focussed decisions
• Demonstrable experience building and maintaining a positive working relationship with stakeholders across multiple franchises and functions at different levels
• Strong grasp of HNW client expectations: to ensure the digital product proposition offers reassuring, low-friction experiences appropriate for HNW and UHNW clients

Hours

Job Posting Closing Date: