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Customer Engagement Business Performance & Value Lead

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NatWest Group

27d ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Data
  • Edinburgh

AI generated summary

  • You should have strong collaboration skills, data analysis expertise, experience in advanced analytics, proficiency in Python/R, project management abilities, and a keen understanding of digital trends.
  • You will deliver digital engagement roadmaps, analyze customer data, identify market opportunities, test new technologies, and optimize internal processes for improved customer experience.

Requirements

  • We’re looking for an experienced manager with excellent collaboration and communication skills and the ability to own and execute long-term digital engagement strategies.
  • You’ll have an in-depth understanding of customer needs and business strategy, and the ability to use analysis to prioritise business value.
  • You’ll also have strong project management skills and experience with successful advanced analytics work that has contributed to business results.
  • Along with an understanding of digital market trends, customer needs, and customer behaviours, you’ll have the ability to create engaging, personalised digital experiences that unlock value.
  • You’ll have strong data analysis capabilities, and a degree in Data Science, Econometrics, Statistics, Mathematics, or a related field, or equivalent work experience.
  • You’ll also be proficient in digital analytics tools such as Python and R, and techniques such as machine Learning and econometric modelling.
  • Extensive experience in a data science or advanced analytics role.
  • The ability to drive innovation and think creatively about digital concepts.
  • The drive to explore new technologies and approaches and the ability to implement changes based on customer input to enhance digital engagement.
  • The ability to prioritise tasks, manage deadlines, and ensure successful project delivery.
  • Proficiency in gathering and analysing customer feedback.
  • Knowledge of industry trends and a commitment to stay up to date on new technologies.

Responsibilities

  • You’ll support with the delivery of short and long-term digital customer engagement roadmaps that align with our goals, ensuring integrated customer engagement is part of the retail operating model. You’ll also contribute to the measurement, analytics, and reporting mechanisms to provide a holistic view into customer experiences and retention.
  • Working closely with stakeholders, you’ll gather data and insights from internal and external sources to improve digital engagement. You’ll also help to execute the franchise digital engagement strategy, and you’ll use operational frameworks to accelerate and maximise idea to value unlocks to help engage new and existing customers.
  • Identify market opportunities, testing directly with end users and collaborating with business partners to identify needs.
  • Discover, evaluate, and incubate next generation technologies and customer engagement approaches by continuously searching and testing new concepts.
  • Collaborate across the bank to define how we shape internal processes, resources, workflow, and governance to deliver the best customer experience.
  • Formulate and implement policies and processes for efficient and comprehensive data collection and analytical techniques.

FAQs

What is the primary responsibility of the Customer Engagement Business Performance & Value Lead?

The primary responsibility is to support the delivery of the digital engagement strategy, collaborating with stakeholders to ensure cohesive approaches and maximising valued interactions with customers.

What qualifications are required for this position?

A degree in Data Science, Econometrics, Statistics, Mathematics, or a related field, or equivalent work experience is required, along with strong data analysis capabilities.

What skills are essential for this role?

Essential skills include excellent collaboration and communication, project management, data analysis, the ability to create engaging digital experiences, and proficiency in digital analytics tools such as Python and R.

Will I be working with internal and external stakeholders?

Yes, you will be collaborating closely with various stakeholders to gather data and insights to improve digital engagement.

Is there an emphasis on innovation in this role?

Yes, the role requires driving innovation and exploring new technologies and approaches based on customer input to enhance digital engagement.

What kind of experience should I have before applying?

Extensive experience in a data science or advanced analytics role is required, along with a proven track record of successfully contributing to business results.

What technologies will I be working with?

You will work with advanced analytics tools and techniques, including Python, R, machine learning, and econometric modelling.

Are there opportunities for professional development in this role?

Yes, there will be opportunities to formulate and implement new policies, improve processes, and continuously learn about industry trends and technologies.

How does this role contribute to customer engagement strategies?

This role contributes by identifying market opportunities, testing new concepts with end users, and implementing effective strategies that align with the goals of customer engagement.

Is teamwork important in this position?

Yes, strong collaboration across the bank is essential to define and deliver the best customer experience.

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NatWest Group

A relationship bank for a digital world. We champion potential.

Finance
Industry
10,001+
Employees
1968
Founded Year

Mission & Purpose

We’re a business that understands when our customers and people succeed, our communities succeed, and our economy thrives. As part of our purpose, we’re looking at how we can drive change for our communities in enterprise, learning and climate. As one of the leading supporters of UK business, we’re prioritising enterprise as a force of change. We’re focusing on the people and communities who have traditionally faced the highest barriers to entry and figuring out ways to remove these. Learning is also key to our continued growth as a company in an ever changing and increasingly digital world. By setting a dynamic and leading learning culture, our people prosper, and our customers are given the tools to continue to improve their financial capability and confidence. One of the biggest challenges we all face in our future is climate change. That’s why we’ve put it right at the core of our purpose. We want to champion climate solutions with financing and entrepreneurial support, fully embed climate into our culture and decision making, and be climate positive by 2025. We’re committed to using our purpose to break down barriers, drive change and ultimately create a great place to work.