Customer Proposition Manager

NatWest Group; Gogar; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading UK bank is seeking a Customer Proposition Manager. This position focuses on using analytical and commercial insights to ensure projects align with customer-centric goals. Responsibilities include developing robust business cases and delivering sustainable customer value. Ideal candidates will have commercial finance experience, strong analytical skills, and the ability to manage teams. The role operates in a hybrid model, allowing for considerable flexibility while promoting collaboration among colleagues.

Qualifications

• Understanding of the consumer financial services sector is essential.
• Proven experience in a commercial finance role, preferably in banking.
• Ability to lead, inspire, and develop teams.

Responsibilities

• Develop robust business cases with clear financial justifications.
• Conduct financial analyses to support decision-making.
• Establish methodologies for calculating Customer Lifetime Value.

Skills

Commercial finance experience

Strong analytical skills

Excellent communication

Interpersonal skills

People management

Tools

Excel

Power BI

Tableau

Job description

Overview

Join us as a Customer Proposition Manager

• Take on this role in which you’ll use your analytical and commercial insights to ensure our projects are financially sound and aligned with our customer-centric goals
• It’s a chance to contribute to propositions that help meet the One Bank vision, innovation strategy and long-term customer value growth ambitions for the franchise
• You’ll be joining an exciting and fast-paced area of the bank, where you can expect great exposure both for you and your work
• Our team operates within a hybrid working model, so you’ll spend most of your time at home, coming into the office at least once a week to collaborate closely with your colleagues

Responsibilities

As a Customer Proposition Manager with a commercial and finance focus, you’ll be responsible for developing robust business cases and ensuring that all projects have clear financial justifications, including anticipated return on investment (ROI) and Customer Lifetime Value (CLV). You’ll be working alongside proposition development, the customer journey teams and One Bank partner teams to assess the financial viability of initiatives and contribute to the strategic direction of our customer propositions.

You’ll also be delivering long term sustainable customer value, and positive customer outcomes in line with customer insights, as well as the franchise strategy and growth ambitions. Alongside this, you’ll be developing, coaching and empowering clear, capable and motivated teams.

• Leading the creation and evaluation of business cases for new projects, ensuring alignment with strategic objectives
• Conducting thorough financial analyses, including cost-benefit assessments and sensitivity analyses, to support decision-making
• Developing models to calculate the expected ROI for various projects and initiatives, providing insights to guide investment decisions
• Establishing methodologies for calculating CLV and integrating these insights into project planning
• Preparing and presenting financial reports and dashboards to senior management that summarise project performance against business cases
• Identifying trends to provide actionable insights that enhance financial understanding and drive improvements in customer propositions
• Delivering continuous improvement in the customer value proposition by identifying process improvements and implementing tools and methodologies that enhance the accuracy and efficiency of financial analysis

Qualifications

The skills you'll need

To take on this role, you’ll need an understanding of the consumer financial services sector, along with proposition delivery experience. You’ll also bring people management skills with the ability to lead, inspire, coach and develop teams of professionals performing diverse activities.

On top of this, you’ll need:

• Proven experience in a commercial finance role, preferably within the retail or banking sector
• Strong analytical skills with a solid understanding of financial modelling and business case development
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels
• Proficiency in financial analysis software and tools including Excel, Power BI and Tableau