Customer Experience à United States

• Working for a growing challenger bank
• This role will be propositioning and launching new products for the bank

About Our Client

The client is an exciting and growing bank who are launching an online banking proposition and are looking to hire someone who can build out and launch their banking propositions. The Product and Customer Experience Lead is an exciting new opportunity for the business and there will be scope to build out a team.

Job Description

Key responsibilities for the Product and Customer Experience Lead:

Product Ownership:

• Develop and implement a product roadmap designed to meet the needs of our target market, supporting not only the number of customers choosing ABL as their digital bank, but also increasing the level of cross-product holdings amongst that customer base. This includes both everyday banking and Credit products.
• Own the commercial management of the product suite to offer desirable, fair-value products to our customers, whilst achieving the bank's commercial goals.
• Collaborate with the CRBO, Head of CRM and Marketing Lead to manage the launch and ongoing promotion of Alpha Bank's new product suite and overall retail proposition.
• Lead the activity to secure any necessary regulatory permissions.

• Deliver insights from a variety of sources to support the overall proposition development, leading on customer/product segmentation.
• Customer experience designed to deliver an MVP and beyond, with product journey roadmaps delivered to work towards best-in-class customer experience.

• Collaborate with the Chief Retail Banking Officer, Head of CRM and Marketing Lead to ensure data-driven strategies support client acquisition and retention goals.
• Act as a mentor and role model within the Retail Banking team, supporting team development and fostering a culture of collaboration.

• Champion customer-centricity across the organisation, embedding the voice of the customer in key initiatives.
• Optimise the customer journey in collaboration with UX/UI teams, reducing friction in onboarding and servicing processes.
• Embed customer feedback loops to drive continuous improvement in customer satisfaction, Net Promoter Scores (NPS), and overall engagement.

The Successful Applicant

The successful candidate:

Experience & Expertise:

• Proven track record in senior product and customer experience roles within financial services, specifically digital banking, fintech, or consumer-centric businesses.
• Experience in Retail Banking product management, including price and proposition optimisation and preferably with experience in both deposit and credit product categories.

• Strong strategic thinking and the ability to translate vision into actionable initiatives.
• Excellent stakeholder management and collaboration skills, with experience working cross-functionally.
• Data-driven approach with proficiency in leveraging data to inform product and CX strategy.
• Ability to role-model behaviours and traits which exemplify modern Retail Banking best practices.

• Degree in Marketing, Business, or a related field, or equivalent experience.
• Professional certifications in product management, customer experience, or digital channels are advantageous.

What's on Offer

Competitive.