Customer Goal Optimisation Lead (12 Months)

NatWest Group; City of Westminster; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading financial services firm in the United Kingdom is seeking a Customer Goal Optimisation Lead for Mortgage Retention. The role involves delivering business strategy, optimizing customer journeys, and providing insights to improve performance. Ideal candidates will have experience in customer journey management and be adept in Agile methodologies. This position offers significant variety and the opportunity to drive enhancements in customer experiences over a 12-month period.

Qualifications

• Experience of working in customer journey management.
• Ability to apply Agile methodologies to create and manage plans.
• Strong organisation skills and attention to detail.

Responsibilities

• Plan and manage business support activities and initiatives related to mortgage retention.
• Provide data-led insights into Journey performance.
• Manage financial and headcount reporting.

Skills

Customer journey management

Agile methodologies

Effective communication

Stakeholder management

Data analysis

Job description

Join us as a Customer Goal Optimisation Lead – Mortgage Retention (12 Months)

• Supporting the Goal Leadership team, you’ll deliver the business strategy and ensure that the our roadmap for mortgage retention is defined and managed effectively while driving the implementation of processes that are aligned to organisation-wide policy and business frameworks
• You’ll optimise the delivery of the assigned Customer Goal and associated journeys, and you’ll track and prioritise deliverables, ensuring these drive improvements and enable the development of those journeys to accelerate the enhancement of customer experiences
• You’ll enjoy significant variety, developing the Customer Goal plan and roadmaps for mortgage retention, feeding into the overarching business prioritisation, supporting the business with performance tracking, and identifying areas for improvement
• We’re offering this role for a period of 12 months

What you'll do

Working in partnership with journeys across the Goal, you’ll plan and manage business support activities, new initiatives, and projects or processes related to mortgage retention. You’ll deploy and ensure adherence to the Goal and Journey standards and frameworks across assigned Customer Goal, and you’ll provide data-led insights into how the Journey is performing, providing recommendations to improve performance.

You’ll maintain knowledge and accountability for financial and headcount reporting. This may include overview of monthly cost report checking, monthly forecasting, cost allocation, budget setting, cost control initiatives, business cases, the provision of local analysis intelligence and commentary, and identifying trends, concerns, and areas for improvement.

You’ll also:

• Share information back into the overall pan-Goal backlog
• Contribute to people planning covering capability, engagement, and communication
• Ensure everyone in the team is clear on the prioritisation of work

The skills you'll need

We’re looking for someone with experience of working in customer journey management and the ability to apply Agile methodologies to create, manage, and track plans. You’ll also be a critical problem solver, able to flex to work at both a strategic and operational level.

As well as this, you’ll demonstrate:

• Effective communication, stakeholder management, and consultancy skills, with the ability to manage and influence stakeholders
• Strong organisation skills and astute attention to detail
• The ability to use data analysis, reporting, and insights in order to drive simplification and create efficiencies across systems, processes, and budgets