Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and grow our Centre of Expertise in customer communications management.
- Company: Join a leading bank focused on inclusive job opportunities for all ages.
- Benefits: Enjoy competitive pay, career growth, and a supportive work environment.
- Why this job: Make a real impact by enhancing customer experiences through effective communication strategies.
- Qualifications: Expertise in customer communications management and experience managing specialist teams required.
- Other info: This role is pivotal in driving transformational change within the banking sector.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Join us as our Head of Customer Communications Management, Centre of Expertise
- The role of customer communications has never been more important in the banking industry, which's why you'll lead, manage and grow our Centre of Expertise (CoE)
- To do this, you'll set our customer communication management (CCM) vision and operating model and make sure that our standards, policies and principles align to it
- Utilise your leadership skills and make an impact through your work as you champion the potential of our bank and support our customers through excellent communications
What you'll do
Customer communications are continually becoming more complex, so we've created a CoE to help speed up the services we offer. We're looking for someone to head up this CoE and drive a multi-year transformational change agenda to enhance the customer experience.
Day-to-day, you'll be responsible for the pan-bank CCM-related investment spend cycle and provide guidance, advice and the validation of our franchise's CCM strategy. Alongside this, you'll make sure that the CoE is operating in line with industry leading practices and trends.
Your top priorities will include:
- Making sure a knowledge repository is created and updated with the latest information, lessons learnt and industry best practices
- Line managing a team of specialists and ensuring that the capabilities and capacities of your team can provide a high level of service to our stakeholders
- Delivering a team strategy, planning and status updates and being responsible for the efficiency of targets and financial budgets
- Maintaining relationships with stakeholders and enhancing the development of the CoE specialism, standards and policies
- Driving the cross-sharing of emerging, good and best practices and information with the CoE and Community of Practice
The skills you'll need
To be successful in this role, you'll have an expert understanding of the CCM environment, a familiarity of industry best practices and an awareness of key external stakeholders.
Furthermore, you'll need:
- Experience of managing a specialist team
- The ability to create and share our wider bank's vision
- An understanding of how to communicate complex technical concepts clearly to both business and technical audiences
- Knowledge of how to engage and manage stakeholders at all levels
#J-18808-Ljbffr
Head of Customer Communications Management, Centre of Expertise (London) employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Communications Management, Centre of Expertise (London)
✨Tip Number 1
Familiarise yourself with the latest trends in customer communications management (CCM). Understanding the current landscape will not only help you speak confidently about your vision but also demonstrate your commitment to staying ahead in the industry.
✨Tip Number 2
Network with professionals in the banking and CCM sectors. Attend relevant conferences or webinars to connect with potential stakeholders and gain insights into best practices that you can bring to the role.
✨Tip Number 3
Prepare to discuss your leadership style and how you plan to manage a specialist team effectively. Think about examples from your past experiences where you've successfully led teams through change and enhanced service delivery.
✨Tip Number 4
Showcase your ability to communicate complex concepts clearly. Practice explaining technical ideas in simple terms, as this will be crucial when engaging with both business and technical audiences in the role.
We think you need these skills to ace Head of Customer Communications Management, Centre of Expertise (London)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Head of Customer Communications Management role. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Leadership Experience: Since this position involves managing a team, emphasise your leadership skills and any previous experience in managing specialist teams. Provide specific examples of how you've successfully led teams in the past.
Showcase Communication Skills: Given the importance of communication in this role, ensure your application demonstrates your ability to convey complex ideas clearly. Use concise language and structure your application to reflect your communication prowess.
Align with Industry Best Practices: Mention your familiarity with industry best practices in customer communications management. This could include any relevant certifications, training, or experiences that showcase your knowledge and commitment to staying updated in the field.
How to prepare for a job interview at NatWest Group
✨Showcase Your Leadership Skills
As the Head of Customer Communications Management, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated them and achieved results.
✨Understand the CCM Landscape
Familiarise yourself with the latest trends and best practices in customer communications management. Be ready to discuss how these can be applied to enhance the customer experience at the bank.
✨Communicate Complex Ideas Simply
You'll need to convey complex technical concepts to both business and technical audiences. Practice explaining intricate ideas in a straightforward manner, ensuring clarity and understanding.
✨Prepare for Stakeholder Engagement
Since maintaining relationships with stakeholders is crucial, think about your approach to stakeholder management. Be prepared to share strategies you've used to engage and manage stakeholders effectively.
