Customer Proposition Manager

NatWest Group; City of Edinburgh; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join a leading bank as a Customer Proposition Manager, focusing on enhancing customer experience through insights and research. You'll lead teams, conduct research, and collaborate on innovative propositions, all within a hybrid working model. This role offers great exposure and the opportunity to drive customer engagement and loyalty.

Qualifications

• Experience in customer research or insights, particularly within the retail sector.
• Strong understanding of behavioural science principles.

Responsibilities

• Conduct in-depth customer research and utilize insights to shape strategies.
• Collaborate with cross-functional teams to develop customer propositions.

Skills

Customer Research

Behavioural Science

Analytical Skills

Communication

Team Leadership

Tools

SPSS

Qualtrics

Tableau

Job description

Join us as a Customer Proposition Manager

• We’ll look to you to lead a multi-disciplined agile scrum team to deliver aspects of the customer proposition backlog for the franchise
• 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

What you'll do

As a Customer Proposition Manager with a focus on Research and Insights, you’ll be instrumental in conducting in-depth customer research and utilising behavioural insights to shape strategies that elevate our customer experience. You’ll collaborate closely with cross-functional teams to develop and refine propositions that resonate with our customers, driving engagement and loyalty.

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.

You’ll also be:

• Conducting comprehensive qualitative and quantitative research to gather insights into customer needs, behaviours, and preferences
• Designing and implementing surveys, focus groups and usability testing to inform product and service development
• Applying principles of behavioural science to interpret research findings and identify key drivers of customer engagement
• Collaborating with product teams to translate insights into compelling and innovative customer propositions
• Implementing frameworks to deliver continuous improvement in the customer value proposition and customer experience
• Delivering the required propositions and products to meet customer needs as agreed with the team and colleagues

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 customer research or insights, particularly within the retail sector
• Strong understanding of behavioural science principles and methodologies
• Excellent analytical skills with experience in data interpretation, data reporting and proficiency in using SPSS, Qualtrics and Tableau
• Exceptional communication and presentation skills
• The ability to work collaboratively with and influence stakeholders and counterparts to deliver
• Experience of embracing and role modelling critical Agile capabilities and ways of working

Hours

35

Job Posting Closing Date:

16/05/2025 Ways of Working:Remote First