Head of Customer Communications Management, Centre of Expertise

NatWest Group; London; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading bank is seeking a Head of Customer Communications Management to lead their Centre of Expertise. In this role, you'll set the vision for customer communication management, manage a specialist team, and ensure alignment with industry best practices, driving a transformational agenda to enhance customer experience.

Qualifications

• Experience of managing a specialist team.
• Ability to create and share a broader bank's vision.
• Knowledge of industry best practices.

Responsibilities

• Lead and manage the Centre of Expertise for customer communications.
• Drive a multi-year transformational change agenda.
• Maintain relationships with stakeholders and enhance CoE standards.

Skills

Leadership

Communication

Stakeholder Management

Job description

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Join us as our Head of Customer Communications Management, Centre of Expertise

• The role of customer communications has never been more important in the banking industry, which's why you'll lead, manage and grow our Centre of Expertise (CoE)
• To do this, you'll set our customer communication management (CCM) vision and operating model and make sure that our standards, policies and principles align to it
• Utilise your leadership skills and make an impact through your work as you champion the potential of our bank and support our customers through excellent communications

What you'll do

Customer communications are continually becoming more complex, so we've created a CoE to help speed up the services we offer. We're looking for someone to head up this CoE and drive a multi-year transformational change agenda to enhance the customer experience.

Day-to-day, you'll be responsible for the pan-bank CCM-related investment spend cycle and provide guidance, advice and the validation of our franchise's CCM strategy. Alongside this, you'll make sure that the CoE is operating in line with industry leading practices and trends.

Your top priorities will include:

• Making sure a knowledge repository is created and updated with the latest information, lessons learnt and industry best practices
• Line managing a team of specialists and ensuring that the capabilities and capacities of your team can provide a high level of service to our stakeholders
• Delivering a team strategy, planning and status updates and being responsible for the efficiency of targets and financial budgets
• Maintaining relationships with stakeholders and enhancing the development of the CoE specialism, standards and policies
• Driving the cross-sharing of emerging, good and best practices and information with the CoE and Community of Practice

The skills you'll need

To be successful in this role, you'll have an expert understanding of the CCM environment, a familiarity of industry best practices and an awareness of key external stakeholders.

Furthermore, you'll need:

• Experience of managing a specialist team
• The ability to create and share our wider bank's vision
• An understanding of how to communicate complex technical concepts clearly to both business and technical audiences
• Knowledge of how to engage and manage stakeholders at all levels