FAQ & Support Centre Experience Manager

#R-00155592
Location
Manchester, United Kingdom
Contract
Permanent - Full Time
Brand
NatWest Group
Job category
Innovation and Digital Design & Delivery - Customer
Posted
12/01/2022
Closing date for applications: 26/01/2022

Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as an FAQ & Support Centre Experience Manager

  • You’ll be designing, running and delivering the digital bank of the future with responsibilities residing in the creation and delivery of all digital experiences, propositions and channels
  • Through digital innovation, problem solving and an ethos of continuous improvement, you'll design, build, test and continuously optimise new and current customer journeys on our FAQ platform and Support Centre AEM pages
  • This is an opportunity for you to develop your knowledge and skills in an environment that offers a real investment in your development

What you'll do

As an FAQ & Support Centre Experience Manager, you’ll be integral to planning a prioritised backlog of improvements to customer experiences. You’ll bring these propositions to life while identifying opportunities to provide insights to impact the digital experience.

Day-to-day you’ll be:

  • Monitoring competitor activity across our digital channels and propositions and identifying responses to changes in the market
  • Designing research to get customer feedback and understand different research methods, briefing agencies on research needs and creating stimulus to test with users
  • Delivering digital experiences that can better meet customer needs at key moments and resolve pain points, taking into account research on NPS, complaints analysis and risk requirements
  • Planning the release train including plans and estimation, management of interdependencies, cross-team synchronisation and making sure that the teams have a clear understanding of how their work helps the customer
  • Making sure that relevant compliance, conduct, control and risk policies are followed by the team

The skills you'll need

It’s important that you hold the ability to define and implement strategic direction for the future customer. In addition to this, you’ll be able to provide expertise in digital channels, including mobile and online as well as digital propositions.

You’ll also have:

  • Knowledge of SEO, digital marketing, analytics, personalisation, A/B and Multi-Variant testing and experience management
  • Experience in using design methodology to execute strategic propositions
  • The ability to demonstrate creative thinking
  • Experience in using Adobe Experience Manager and Bold360ai or similar content management systems
  • Demonstrated ability to use large data sets to identify opportunities and implement changes to improve the customer experience and to understand impact of changes made
  • The ability to drive and deliver innovative ideas through Agile ways of working, harnessing digital and technological advances that truly benefit our customers

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.