Join us as a Quality and Assurance Manager, Public Web
- If you're passionate about delivering an outstanding customer experience and want to develop your capabilities, this may be the ideal role for you
- You'll be leading the design of the customer experience for the product lifecycle, considering net promoter insights, complaints analysis, and commercial and risk requirements
- This is a great platform to channel your creativity and make a real difference to our customers and our banking future
What you'll do
You'll play a key role in simplifying and improving our customers' digital experience. You'll be using customer and market insight to identify and drive improvements to the journey, as well as working with stakeholders in the marketing, security, digital journey and technology business units to develop solutions that meet our customers' needs and increase customer engagement.
Your role will also involve:
- Leading governance frameworks and risk management for digital platforms, ensuring compliance, customer safety, and data integrity
- Acting as the central contact for governance-related audits and escalations, and supporting incident response and continuous improvement
- Driving a culture of accountability by embedding governance best practices, training teams, and monitoring adherence to policies and standards
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 in a digital context. We'd also like you to have knowledge of business improvement and customer journey optimisation. You'll also need experience in governance and risk with some understanding of the digital world.
We also want someone who can:
- Foster communication with key stakeholders and third parties
- Monitor the progress of projects against plans and take corrective action when needed
- Collect outputs and make sure any areas of remediation are actioned
Hours
35
Job Posting Closing Date:
13/11/2026
Ways of Working:Remote First
#J-18808-Ljbffr
Quality and Assurance Manager, Public Web in City of London employer: NatWest Group
As a Principal Engineer in Economic Crime Services, you will thrive in a dynamic and innovative work culture that prioritises customer experience and engineering excellence. Our commitment to employee growth is evident through opportunities for senior stakeholder engagement and leadership development, all while working in a hybrid environment that promotes flexibility and collaboration. Join us to be part of a forward-thinking team dedicated to tackling economic crime with cutting-edge technology and solutions.
