Join us as a Proposition Strategy & Customer Research Lead
* NatWest Retail has a bold ambition to deliver compelling and differentiated customer propositions that meet the needs of our customers and drive business growth
* We’re looking for a strategic and experienced leader who is passionate about customers to join our team to help shape the future of NatWest Retail Banking’s customer proposition offerings
* In this high-impact role, you’ll be responsible for creating and driving a customer proposition roadmap which aligns to the business strategy, is centred around the customer, and drives both commercial and customer value
* The role is highly collaborative, requires considerable stakeholder engagement, and is responsible for monitoring the commercial and customer outcomes for the propositions
What you’ll do
We want to build compelling propositions to meet the needs of our customers. A key aspect of the role will be to conduct and coordinate our ‘Always On’ customer research to inform our propositional roadmap to continually meet our customer’s needs. We’ll look to you to create and continuously refine the customer proposition roadmap for the Retail Bank, prioritising initiatives that meet the needs of our customers and that align with our Retail Banking strategy. You’ll also conduct and coordinate customer research and competitor research to identify customer needs and emerging trends, identifying opportunities for improvement in our current offerings or proposing the development and design of new propositions in line with customer and business objectives.
Collaborating across the bank, including with Marketing, Brand, Digital, and other cross-functional teams, you’ll bring innovative, high-impact propositions to life and you’ll set and track KPIs for each proposition, balancing our goals for customer impact with commercial success. You’ll then monitor commercial and customer outcomes.
As well as this, you’ll:
* Execute competitor analysis and track macro trends to ensure our propositions remain relevant and competitive, standing out as customer-centric solutions in a crowded marketplace
* Manage internal and external investment funds for relevant portfolios and determine the products, services, and experiences to deliver the required customer goal and outcomes for the portfolio
* Contribute to strategic external partnerships that have a positive impact on both customer value and customer growth and primacy
* Work with the Proposition Design Lead, who will design, develop, and test go to market with propositions that meet customer and business needs
* Work with the Proposition Scrum Lead to embed the measurement of go to market propositions as they go live
* Lead teams, ensuring that the professional and agile capabilities meet the needs of the business and customers, and develop, coach, and empower clear, capable, and motivated managers and their teams
The skills you’ll need
We’re looking for someone with an understanding of customer proposition and research, who has a high degree of commercial acumen and experience in the digital sector. Experience of the consumer financial services sector is preferred; however, we would welcome applicants from other industries with propositional experience.
You’ll have strong communication, leadership, and people management skills, able to work collaboratively with, and influence senior stakeholders, internally and externally as well as the ability to lead, inspire, coach, and develop teams of professionals performing diverse activities. You’ll also have experience of innovating business and customer outcomes through digital technology. Experience of data science or behavioural science would be advantageous.
In addition to this, you’ll demonstrate:
* Experience of operational and financial planning and strong commercial acumen
* Experience of delivering customer centric transformational change and commercially beneficial initiatives
* The ability to simplify complex and conflicting tasks and policy positions and make sure that these are effectively managed and communicated
* Experience of embracing and role modelling critical agile capabilities and ways of working
* Experience of relevant legal policies, regulatory and statutory obligations, and risk management