Digital Manager – User Experience (x7)
P2/ CR3
Manchester / Hybrid 12 month secondment
Want to change the world? Choose a career that makes a difference.
At The Co-operative Bank we’re proud to be different. We’re proud of our values and ethics, and our unique, customer-led Ethical Policy that shapes everything we do. Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing. We don’t just help people with their money, but help people fight for justice and the causes they care about.
We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues and partner organisations.
Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.
The role:
As a Digital Manager – User Experience, you’ll be responsible for digital service propositions, delivered through driving continuous improvement, maintaining and developing the digital product and service offering for The Co-operative bank. You’ll work within a team to maintain and improve the user experience across the public websites, mobile app and online banking through identifying customer pain points, developing business cases to influence and implement continuous improvement in an agile working environment.
Key Accountabilities:
- Ongoing maintenance and development of digital product and service journeys including planning and managing the successful delivery of change that meets the needs of customers, the business and regulators.
- Accountable for the optimisation of digital customer interactions across all appropriate product and service touchpoints (desktop, mobile, tablet).
- Monitoring and reporting service performance to drive effective change and deliver improvements to the service proposition across digital
- Work co-operatively across teams/departments to ensure that a digital first approach is part of the wider business scope and change is delivered successfully.
- Develop and maintain sufficient knowledge of digital products and services – internally and externally, to ensure journey development is in line with best practice, including the identification and on boarding of appropriate third parties.
Knowledge, Skills and Experience Required:
* Experience of using a content management system.
* Technical knowledge e.g. using jira, html, css.
* An understanding of current and emerging digital trends e.g. social, mobile etc..
* MVT experience.
* Understanding digital customer journeys and ability to optimise and improve digital experiences.
* Experience of delivering change through Agile methodology.
* Experience of Conversion Rate Optimisation.
* Customer service focused and driven.
* A demonstrable understanding of online design and how to improve customer journeys.
* Ability to analyse and interpret data, develop business cases to drive change.
* Experience of delivering changes via a CMS focusing on user-centred information architecture (IA), design, usability and accessibility.
* Degree or equivalent in business/marketing/digital/digital marketing (or qualified by extensive experience).
* Experience managing competing priorities.
* A proactive approach to identifying business improvement opportunities.
* Excellent communication and creative visual design skills.
* The ability to establish and manage stakeholder relationships.
* Good understanding of analytics and the ability to interpret data to insight and drive action from this.
What You Can Expect From Us:
- Flexible and home working options
- 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
- Commitment from employers on continued learning & development
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.