Mobile Journey Manager - London - Banking - Digital/Mobile

Mobile Journey Manager is required to join the Digital Channel function of a leading Bank based in London. The Mobile Journey Manager is responsible for ensuring the experience is the best it can be when customers interact with the Bank via Mobile. To ensure this is being done the Mobile Banking Journey Manager will need to conduct primary research (eg usability testing) and use analytics data and customer insight to understand how people are behaving before working with internal and external parties to plan, design and implement changes.

Responsibilities:

- Accountable for the end to end design and experience of the proposition including UX and UI, support and operating model, migration plans and Customer/staff comms plans
- Deliver high-quality customer journey's, user stories and acceptance criteria, and sign off these stories when delivered by the development team
- Monitor competitor activity and gather deep understanding of market benchmarks, particularly around design and customer experience

Skills

- VOC and Insight Driven Decisions - leads monitoring of data and insight interpretation and understands how digital journey fits within wider multichannel behaviour
- Journey Mapping, User Experience & Design - understands how to connect different journeys and experiences across multiple product or service areas and multiple channels
- Digital Tools (AEM, Tealeaf, Site Catalyst etc.) - Highly skilled and proficient in use of all available tools and able to coach others on how to support day to day journey management
- Digital Marketing - detailed application of all digital marketing tools with ability to analyse, track and measure key metrics to understand online effectiveness and ROI
- Professional Standards - Able to influence and lead the activities and performance of Matrix/project teams and able to communicate with confidence to Senior Management
- Business Understanding- Understanding of Digital business strategy and business drivers with ability to understand cross product (or cross-function) interactions