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For Companies At a Glance
- Tasks: Lead the design and delivery of innovative customer experiences in banking.
- Company: Join a forward-thinking bank focused on transforming customer interactions.
- Benefits: Enjoy a dynamic work environment with opportunities for creativity and growth.
- Why this job: Be part of a team that values customer experience and drives digital transformation.
- Qualifications: Passion for customer experience, digital transformation, and strong communication skills required.
- Other info: Ideal for those eager to challenge norms and influence change in banking.
The predicted salary is between 36000 - 60000 £ per year.
Join us as a Transformation Manager. If you’re passionate about delivering an outstanding customer experience and want to develop your creative and technical capabilities, we’d like to hear from you. We’ll look to you to manage the design and delivery of the bank of the future by delivering increased customer value and effortless customer experiences through various channels, propositions, products, and services. You’ll be joining a fast-paced and customer-focused team driving innovative thinking and continually challenging the business to deliver more for customers.
What you'll do
- As a Transformation Manager, you'll be creating and delivering our channel experiences, propositions, capabilities, and releases to ensure an effortless end-to-end customer experience.
- Through Agile methods and working collaboratively with other teams, you'll identify opportunities to digitize, improve, and create new experiences and drive the delivery of a prioritized backlog while effectively managing your workload to hit sprint goals and deadlines.
- Your role will also involve monitoring competitor activity and identifying responses to market changes.
- Coordinating the planning, timing, and execution of delivery roadmaps across multiple workstreams.
- Working with your team to manage the delivery of change from vision and inception through to post-live validation and monitoring.
The skills you'll need
- You'll be the voice of the customer in this role, so you'll need to be passionate about customer experience and continuous improvement.
- Along with a creative mindset, you'll be an expert in channels and will have a successful track record of driving initiatives to support digital transformation within a banking context.
- You'll have experience of driving and delivering innovative ideas, looking at harnessing digital and technological advances that truly benefit the customer.
- We’ll also be looking for experience in design thinking methodology to deliver propositions.
- Experience driving channel transformation within a banking context to support digital transformation such as initiatives to support branch or telephony transformations.
- A deep understanding of digital propositions across retail banking products.
- An unwavering focus on driving great outcomes and experiences for customers.
- An understanding of strategic trends impacting retail banking and how customer expectations are shifting.
- An understanding of the potential applications of Generative AI in retail banking, and practical capability to deliver this to customers.
- A talented communicator who can influence, inspire, and engage customers and colleagues.
- A strong challenger mindset, with the willingness to challenge senior stakeholders.
- Exceptional stakeholder management skills, with the ability to understand a wide range of perspectives and work towards a joint outcome.
- The ability to implement strategic direction for future customer experiences.
- A proven ability to adapt to quickly changing environments, learn at pace, and encourage others to do the same.
Experience Manager employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experience Manager
✨Tip Number 1
Familiarise yourself with the latest trends in digital banking and customer experience. Understanding how these trends impact customer expectations will help you articulate your vision for the future of banking during interviews.
✨Tip Number 2
Showcase your experience with Agile methodologies. Be prepared to discuss specific examples where you've successfully managed projects or initiatives that improved customer experiences, as this is crucial for the Transformation Manager role.
✨Tip Number 3
Network with professionals in the banking and digital transformation sectors. Engaging with others in the field can provide insights into current challenges and innovations, which you can leverage in your discussions with us.
✨Tip Number 4
Prepare to discuss how you would implement Generative AI in retail banking. Given its growing importance, having a clear strategy on how to utilise this technology to enhance customer experiences will set you apart from other candidates.
We think you need these skills to ace Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience management and digital transformation. Use specific examples that demonstrate your ability to drive initiatives within a banking context.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and continuous improvement. Mention how your skills align with the role of Transformation Manager and provide examples of your successful projects.
Showcase Your Skills: Emphasise your expertise in design thinking methodology and your understanding of digital propositions in retail banking. Highlight any experience you have with Agile methods and managing delivery roadmaps.
Research the Company: Familiarise yourself with the company's values, recent initiatives, and market position. This will help you tailor your application and demonstrate your genuine interest in contributing to their vision of the bank of the future.
How to prepare for a job interview at NatWest Group
✨Showcase Your Customer-Centric Mindset
As a Transformation Manager, you'll be the voice of the customer. Be prepared to discuss your passion for customer experience and provide examples of how you've previously improved customer journeys or outcomes.
✨Demonstrate Your Agile Experience
Since the role involves working with Agile methods, come ready to share specific instances where you've successfully managed backlogs, hit sprint goals, or collaborated with cross-functional teams to deliver projects.
✨Highlight Your Innovative Thinking
The company is looking for someone who can drive digital transformation. Prepare to talk about innovative ideas you've implemented in the past, especially those that harness technology to enhance customer experiences.
✨Prepare for Stakeholder Management Questions
Exceptional stakeholder management skills are crucial for this role. Think of examples where you've influenced or engaged stakeholders effectively, and be ready to discuss how you navigate differing perspectives to achieve joint outcomes.
