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Customer Engagement Contact Strategy Lead

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NatWest Group

27d ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Marketing
  • Manchester

AI generated summary

  • You need strategic thinking, leadership, strong data analysis skills, and experience in digital engagement strategies, customer experience in banking, and proficiency in analytics tools.
  • You will develop customer engagement roadmaps, lead contact strategy, manage initiatives, explore new technologies, improve processes, and implement digital solutions for enhanced experiences.

Requirements

  • We’re looking for a strategic thinker with the ability to empathise with the customer and drive a holistic set of initiatives that lead to better outcomes.
  • You’ll have extensive leadership experience, excellent collaboration and communication skills, and the ability to own and execute long-term digital engagement strategies.
  • 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, able to understand and assess engagement and customer behaviour, and you’ll have experience managing multiple digital projects simultaneously.
  • You’ll also be proficient in digital analytics tools, platforms, and software, and have an understanding of digital regulations and compliance requirements.
  • Furthermore, you’ll demonstrate:
  • 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
  • Experience in customer experience management within a banking environment
  • Proficiency in gathering and analysing customer feedback

Responsibilities

  • In this senior and strategic position, you’ll develop and deliver the short and long-term customer engagement roadmaps that align with our goals, ensuring integrated customer engagement is part of the retail operating model. You’ll set the overall contact strategy and coordinate across the franchise, working closely with our Channels, Journeys, Propositions, and Marketing teams to deliver a consistent engagement omni channel experience.
  • You’ll provide leadership in the delivery of our vision for engagement, setting the standards, and driving the consistency and reachability of our message across our customer base.
  • Performance manage the delivery of key contact initiatives across the Retail bank
  • 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
  • Manage a platform for the collaboration of customer engagement to improve idea to value, ensuring a seamless, personalised, and consistent experience across all digital channels
  • Horizon scan to stay abreast of emerging technologies and digital trends
  • Implement innovative digital solutions to enhance customer engagement and streamline operations

FAQs

What is the role of a Customer Engagement Contact Strategy Lead?

The Customer Engagement Contact Strategy Lead is responsible for defining and shaping the overall customer contact engagement strategy for the bank, ensuring cohesive approaches across various stakeholders to enhance customer engagement at scale.

What are the key responsibilities of this position?

Key responsibilities include developing and delivering customer engagement roadmaps, setting the overall contact strategy, collaborating with various teams to ensure a consistent omni-channel experience, managing key contact initiatives, and implementing innovative digital solutions to enhance customer engagement.

What skills are required for this position?

The position requires strategic thinking, empathy towards customers, extensive leadership experience, strong collaboration and communication skills, as well as proficiency in digital analytics tools and an understanding of digital market trends and regulations.

Is experience in customer experience management necessary?

Yes, experience in customer experience management within a banking environment is preferred for this role.

How important is innovation in this position?

Innovation is crucial; the Customer Engagement Contact Strategy Lead must drive innovative thinking, explore new technologies, and implement changes based on customer input to enhance digital engagement.

Will I be managing multiple projects at the same time?

Yes, the role involves managing multiple digital projects simultaneously, prioritizing tasks and ensuring successful project delivery.

What kind of technologies should I be familiar with?

You should be familiar with next-generation technologies, digital analytics platforms, and tools that enhance customer engagement, as well as have an understanding of compliance requirements in a digital environment.

Is collaboration with other teams necessary?

Yes, collaborating with Channels, Journeys, Propositions, and Marketing teams is essential to deliver a consistent engagement experience and achieve the goals of the role.

Will I be involved in evaluating new customer engagement approaches?

Yes, discovering, evaluating, and incubating next generation technologies and customer engagement approaches is a key aspect of the role.

What does horizon scanning involve in this position?

Horizon scanning involves staying abreast of emerging technologies and digital trends to ensure the bank’s customer engagement strategies remain cutting-edge and effective.

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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.