NatWest Group

Join to apply for the Customer Engagement Growth Manager role at NatWest Group

1 day ago Be among the first 25 applicants

Join to apply for the Customer Engagement Growth Manager role at NatWest Group

Get AI-powered advice on this job and more exclusive features.

Join us as a Customer Engagement Growth Manager

In this role, you’ll support the growth, development, and expansion of the customer engagement strategy, collaborating with others to ensure cohesive strategies across the franchise to drive value adding customer engagement
You’ll lead the growth and experimentation roadmap to increase customer engagement as part of the retail engagement model, exploring the best way to engage customers while ensuring regulatory compliance for all engagement practices
This is your chance to take on an ambitious, collaborative role where you’ll enjoy a varied and extensive breadth of work and gain valuable exposure across a broad range of senior level stakeholders

What you’ll do

As our Customer Engagement Growth Manager, you’ll support the growth, development, and expansion of the customer engagement strategy. You’ll do so by establishing best in class principles centred around a deep understating of customers’ needs across the end-to-end lifecycle and by executing personalised and engaging experiences that drive value to both customers and the bank.

Collaborating with business areas, you’ll gather data and insights from internal and external sources to improve customer engagement and you’ll use and improve operational frameworks to accelerate and maximise idea to value unlocks. Utilising experimentation through data driven decisions, you’ll also execute the engagement model and value unlocks for the bank and customers. As well as this, you’ll experiment with, develop, and execute short and long-term customer engagement roadmaps that align with our goals, executing parts of the franchise engagement strategy and ensuring all activity is driving relevant value.

Day-to-day, You’ll

Help establish an experimentation framework so we can learn what engagement strategies work through rapid learning cycles
Monitor and analyse key performance indicators related to customer engagement and longer-term metrics, providing regular reports on customer engagement metrics, customer behaviour changes, and ROI
Collaborate with the wider Customer Engagement team to execute engagement value through customer journeys and remove blockers for the team, and escalate any blockers that cannot be self-addressed to the Engagement leads
Collaborate with Marketing and Customer Journeys D&A to ensure cohesive strategies and engage with senior leadership and stakeholders to communicate initiatives and progress
Ensure all customer engagement practices comply with relevant laws and regulations, and implement any adjustments as necessary

The skills you’ll need

To thrive in this role, you’ll need a good understanding of customer engagement and marketing trends and experience in identifying and changing customer behaviours. You’ll have experience of looking inside and outside of an organisation to form insights and hypotheses around customer needs and preferences across the end-to-end lifecycle. You’ll also bring knowledge of customer insight tools, platforms, and technologies with the ability to understand and implement innovate communication experiments effectively and at pace.

You’ll have the ability to create engaging, personalised experiences that unlock value for our customers. In addition, you’ll have proven leadership skills to manage and motivate teams as well as excellent collaboration skills to work effectively with various departments and stakeholders, knowing when to challenge ways of working and able to convey sound reasons why. You’ll also demonstrate strong verbal and written communication skills to develop, iterate, and represent strategies, roadmaps, and learnings, comfortable presenting to senior leadership, and able to convey complex information clearly and persuasively.

Additionally, You’ll Need

Data analysis capabilities to understand and assess engagement and customer behaviour
The ability to gather and analyse customer feedback and implement changes based on customer input to enhance digital engagement
Proficiency in using analytics tools and software, briefing customer research, understanding where and how to approach market research
An in-depth understanding of FCA and ICO regulations and compliance requirements
The ability to prioritise tasks, manage deadlines, and ensure successful agile work practises

Seniority level

Seniority level Mid-Senior level

Employment type

Employment type Full-time

Job function

Job function Management and Manufacturing
Industries Software Development

Referrals increase your chances of interviewing at NatWest Group by 2x

Dalgety Bay, Scotland, United Kingdom 2 days ago

Edinburgh, Scotland, United Kingdom 1 month ago

Falkirk, Scotland, United Kingdom 1 month ago

Edinburgh, Scotland, United Kingdom 1 month ago

Regional Account Manager – Bus and Coach

Newbridge, Scotland, United Kingdom 3 weeks ago

Regional Account Manager – Bus and Coach

Newbridge, Scotland, United Kingdom 5 days ago

Inside Regional Account Manager – Scotland

Edinburgh, Scotland, United Kingdom 1 month ago

Navy Command – HMS Caledonia Business Manager

Rosyth, Scotland, United Kingdom 2 days ago

Place Based Impact Accelerator Account Programme Manager

Edinburgh, Scotland, United Kingdom 1 day ago

Finance and Accounting Manager, Account Receivables and Revenue focused

Edinburgh, Scotland, United Kingdom 2 weeks ago

Edinburgh, Scotland, United Kingdom 6 days ago

Edinburgh, Scotland, United Kingdom 2 hours ago

Dunfermline, Scotland, United Kingdom 1 week ago

Edinburgh, Scotland, United Kingdom 6 days ago

Edinburgh, Scotland, United Kingdom 1 week ago

Edinburgh, Scotland, United Kingdom 5 days ago

Newbridge, Scotland, United Kingdom 1 week ago

Edinburgh, Scotland, United Kingdom 5 days ago

Major Account Manager – Higher Education

Edinburgh, Scotland, United Kingdom 6 days ago

Edinburgh, Scotland, United Kingdom 2 weeks ago

Field Sales Executive / Account Manager – Environmental Services

Edinburgh, Scotland, United Kingdom 23 hours ago

Edinburgh, Scotland, United Kingdom 1 week ago