Channel Optimisation Associate, UK Digital Channels, Belfast

Allied Irish Banks; Belfast; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A financial institution is looking for a motivated individual to support the UK Digital Channels Manager within the Personal Channels team in Belfast. The ideal candidate will have a strong grasp of online and mobile banking, customer communication skills, and experience dealing with customer queries. This role offers an opportunity to influence digital experiences and improve customer engagement, all while enjoying a hybrid working model. A range of benefits and a commitment to work-life balance are also provided.

Benefits

Variable Pay

Employee Assistance Programme

Family leave options

Qualifications

• Experience in dealing with customer queries in a digital or banking environment.
• Knowledge of digital product development is an advantage.
• Experience maintaining relationships with key internal stakeholders.

Responsibilities

• Provide support as a Subject Matter Expert for online banking.
• Compile monthly reporting for Senior Committees.
• Manage communications through Personal Digital Channels.
• Analyze complaints and customer queries for improvements.
• Support Online and Mobile Channel Development.
• Assist with content changes on AIB UK Websites.

Skills

Familiarity with mobile app and online banking

Customer communication

Strong communication and influencing skills

Job description

Location: 92 Ann Street, Belfast with Hybrid Working (3 days per week in the office)

What is the Role:

We’re looking for a motivated individual to support our UK Digital Channels Manager as part of the Personal Channels team. In this role, you’ll help deliver an exceptional digital experience for our Online, Mobile, and Phoneline Banking customers across NI and GB. You’ll play a key part in driving digital enhancements and supporting our wider Digital Strategy.

Key accountabilities;

• Be a Subject Matter Expert for UK customers who use our Online, Mobile and Phoneline Banking channels for their daily banking needs
• Undertake the compilation of monthly reporting for Senior Committees and market analysis
• Manage internal and external communications through our Personal Digital Channels to our personal customer base
• Promote UK Personal Channel adoption through proactive engagement with internal and external customers
• Monitor and analyse complaints, customer queries and outputs from Voice of the Customer (VOC) to identify opportunities to positively impact the digital experience
• Support the delivery of Online and Mobile Channel Development
• Provide support for content changes on our AIB UK Websites

What you Will Bring;

• Familiar with our mobile app and online banking offering
• Knowledge of digital product development an advantage
• Experience in dealing with customer queries within digital or banking environment
• Experience of maintaining relationships with key internal stakeholdersStrong communication and influencing skills

Why Work for AIB:

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include:

• Variable Pay
• Employee Assistance Programme
• Family leave options

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

Behavioural

• Customer First
• Eliminates Complexity

Technical

• Product Development
• Customer Communication

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Recruiter for this role, Noelle Ryan, at [e-mail] for a conversation.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at [e-mail]

Disclaimer:

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.

Application deadline : 23rd December 2025 (just before midnight)