Digital Experience Lead
| Posting date: | 05 March 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 04 April 2025 |
| Location: | London, EC2M 4AA |
| Company: | NatWest Group |
| Job type: | Permanent |
| Job reference: | R-00251901 |
Summary
Join us as a Digital Experience Lead
- If you’re passionate about creating fantastic digital experiences and harnessing innovation to improve our customers' banking experience, this could be the ideal role for you
- You’ll play an important leadership role in collaborating between journey, design, delivery and technical teams, shaping world class digital experiences and delivering measurable uplifts in the end-to-end customer experience performance
- Working in a dynamic environment, you’ll be given a great platform to channel your creativity and deliver a positive digital experience for our customers
What you'll do
Your role as a Digital Experience Lead will see you leading digital experience direction, shaping the future thinking and narrative for our channels. You’ll analyse and use marketing and analytics data to drive and share insight on emerging themes and trends globally, while championing and implementing initiatives that will continually optimise our customer experience proposition and contribute to our overall strategy.
Day-to-day, you’ll be:
- Engaging in the strategic roadmap for the channel and product areas
- Championing the experience strategy and narrative for digital channels
- Influencing and negotiating with senior stakeholders and collaborate with teams using research and customer feedback to inform key decisions
- Leading the creation and optimisation of new and innovative experiences, focusing specifically on new and emerging technologies
- Redefining how we define, measure, and track experience performance
The skills you'll need
To succeed in this role, you’ll need expertise in digital channels and experience. Demonstrating creative and lateral thinking, you’ll have the ability to define or implement strategic direction for future customer experiences. You’ll also have experience of leading, motivating and coaching teams to improve overall team and individual capability.
We also expect:
- A strong understanding of design and innovation practices and a working knowledge of designing and implementing customer research
- An analytical and data driven mindset
- The ability to shape and deliver innovative ideas through Agile ways of working
- The ability to build and maintain strong and effective relationships with key stakeholders
- A strong understanding of budget management, commercial and planning experience
- Knowledge of the function’s operating model with a broad understanding of the digital business, customer touch points