Senior Digital Customer Experience Manager (mat Cover)

The Senior Digital Customer Experience Manager will improve digital customer experience and customer digital brand attachment through improved, more consistent user interface design and content. They will work to find new ways to promote the brand digitally and create excellent customer experiences through innovation, pilot projects to test, learn and improve.

The role holder will then play a critical role in creating digital standards on a solid foundation of research and customer testing in collaboration with customer engagement programme managers. Stakeholder management will also be a significant aspect of this role whilst overseeing the international implementation of these digital standards, managing local delivery teams and agency relationships.

Initiatives led by this position usually require coordination of multi-departmental teams across varied geographical locations (internally and externally).The role is responsible for establishing a culture of increasing contribution from digital, regional and local teams

KNOWLEDGE & EXPERIENCE:

- Familiarity with the financial services/banking, regulatory and competitive environment, and ability to cope with and manage the speed of change while proactively seeking innovation to stay ahead of competition
- Strategic thinking and analytical skills, coupled with solid planning and organizational skills, and a proven ability to prioritise competing demands.
- Competent leadership and stakeholder management with strong problem solving and multi-tasking skills
- Excellent interpersonal and presentation skills, including the ability to communicate effectively in small and large groups at all levels of the organization
- Strong leadership and people management skills including the ability to build, facilitate and inspire teams whether internally or with vendors and partners
- Proven ability to mentor and develop creative design and content and digital skills in team members or partners
- Proven ability to define digital design and content strategy
- Demonstrated ability to assess business trends and industry best practice along with the opportunities created by emerging technologies
- Agency experience is desirable