Head of Retail Banking Products & CX

Talensa; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A renowned international bank is seeking an experienced Product Leader to drive the development and launch of their digital retail banking proposition. This pivotal role requires expertise in managing various retail banking products and a strong focus on customer experience. Candidates should possess a degree in a relevant field and have a proven track record in product management. The position offers a hybrid working model, allowing flexibility with 3 days in the office and 2 days working from home.

Qualifications

• Proven track record in launching and developing retail/digital banking products.
• Experience in pricing and optimization of product propositions.
• Strategic thinker capable of translating vision into initiatives.

Responsibilities

• Manage commercial aspects of retail banking products.
• Champion customer-centric initiatives across the bank.
• Develop and implement product roadmap to meet customer needs.

Skills

Commercial product management

Stakeholder engagement

Customer experience management

Education

Degree in Marketing, Business, Financial Services or related field

Professional certifications related to Product Management

Job description

About the role

Talensa is working exclusively with a well‑established, ambitious international bank that is on a mission to transform its banking proposition, enhance digital banking capabilities, create new services, and foster customer‑centric experiences across its markets.

This Product Leader position seeks an experienced Retail Banking Product Lead or Head of Retail Banking Products to play a vital role in launching and growing their new digital retail bank proposition and product suite.

The successful candidate will report to and collaborate closely with a leading retail banking expert, ensuring strategic direction and working alongside CRM and Marketing leads. You will be the retail banking product specialist responsible for developing and implementing the product roadmap to meet customer needs and expand services across target markets.

Key responsibilities

Key responsibilities include proven experience in the commercial management of retail banking products, including pricing, customer experience journeys, acquisition, retention, performance metrics, and feedback loops that facilitate customer strategy and drive growth. You will champion customer‑centricity across the bank, embedding the voice of the customer in key initiatives.

Key Skills & Expertise Required

• Proven track record in launching and developing retail/digital banking products such as current accounts, deposit accounts, savings, ISAs, personal loans, and credit products.
• Experience owning commercial product management, including pricing, proposition optimization, and customer journeys (CX).
• Strategic thinker with the ability to translate vision into actionable initiatives.
• Excellent stakeholder engagement and proactive collaboration skills, capable of working cross‑functionally and leading key initiatives.

Qualifications

• Degree in Marketing, Business, Financial Services, or a related/equivalent field.
• Professional certifications related to Product Management, CX, Digital, or Banking.

Location

London City, hybrid working - 3 days in the office, 2 WFH.

This is an exciting and pivotal time for transformation, offering an opportunity to join and lead the Head of Product role as the bank builds out its new digital retail banking proposition.