Senior Manager Digital Service & Engagement

2022 - Chief Operating Office; London; Hybrid; GBP 73,000 - 95,000; Full time

Job summary

An exciting opportunity exists for a Senior Manager at a leading UK digital bank. You will lead the strategic roadmap for enhancing digital customer journeys, ensuring compliance and managing risks in an Agile environment, while driving improvements in customer experience and engagement from day one.

Benefits

Generous holidays - 38.5 days annual leave

Up to five extra paid well-being days

20 weeks paid gender-neutral family leave

Market-leading pension

Free private medical cover

Flexible benefits include Cycle to Work

Qualifications

• Expertise in delivering customer experience improvements.
• Experience in leading change in an Agile environment.
• Strong influencing and communication skills.

Responsibilities

• Leading the development and execution of a strategic roadmap to digitise service and customer experiences.
• Ensuring that digital servicing journeys are compliant and managing risks.
• Continuous improvement of digital servicing and enhancing customer relationships.

Skills

Customer Experience Improvement

Stakeholder Engagement

Agile Methodology

Change Management

Collaboration

Job description

Business Unit:Personal Banking, Retail Banking
Salary Range: £73,000 - £95,000 per annum + red-hot benefits
Location: UK Hybrid, with travel to Glasgow / Newcastle / London
Contract Type: Permanent Full Time

Our Team

An exciting opportunity exists for a Senior Manager to join our Personal Digital Leadership team. In this role you’ll be instrumental in driving excellence across our digital customer journeys for our Personal Current Account and Personal Deposit Products. You will own, evolve and implement the proposition and roadmap for digital servicing, customer experience, and deepening customer value alongside continuous improvement of day to day digital performance. This role covers leadership of our Personal Digital Tribe that develops and maintains our Personal Banking Apps and Internet Banking (and a lot more ). You’ll work with colleagues across the Bank identifying new opportunities to develop the customer journeys and reduce friction in our banking experiences to drive improvements. Feel what customers feel and be part of the team at the very front of our digital experience. Exciting stuff, right?

What you’ll be doing

• Leading the development and execution of a strategic roadmap to digitise service and customer experiences, driving enhanced CX, cost-to-serve and retention and deepening of customer relationships.
• Own and evolve the digital servicing proposition, aligned to PD strategy, setting out the vision, orchestrating the choices and decisions, through to roadmap development and implementation (including RiB, Mobile apps and our digital ecosystems).
• Continuous development & improvement of digital servicing and ‘deepening’ capabilities, informed by digital servicing performance, CX insights, competitor analysis, segmentation and propositional development – in order to achieve customer and commercial outcomes
• Scanning externally for new opportunities to develop and enhance the digital ecosystem for PD digital servicing.
• Ensuring all digital servicing journeys are compliant; supporting the identification, management, and resolution of any new risks as they emerge (and ownership where required)
• Translating digital strategy into leading change; supporting effective prioritisation of change (inc. pre-squad activity/ alignment) and execution (e.g. through Agile, other change management frameworks), including s/holder engagement, risk management, communication.
• Delivering increased levels of digital customer engagement and customer lifetime value, from point of acquisition.

We need you to have

• Expertise in creating, mobilising & delivering improvements in customer experience
• Strong influencing, collaboration, and communication skills at all levels, including ability to provide sound recommendations to Leadership Team members
• Ability to translate complex information into a clear and coherent format for control, reporting and decision-making purposes and rapid identification of key issues, themes, and trends.
• Experience in leading change in an Agile environment
• Experience of Retail Banking

It’s a bonus if you have but not essential

• Experience working in or around IT development and delivery
• Understanding of Personal Banking processes, product set and commercial drivers

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)plus the option to buy more.
• Up to five extra paid well-being days per year.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role?If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team [e-mail]

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks –we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.