Optimisation and Simplification Lead

Location Manchester
Discipline: Retail Banking
Job type: Permanent
Contact name: Zoe Taylor

Contact email: careers@co-operativebank.co.uk
Job ref: 013507
Published: 16 days ago

Customer Optimisation and Simplification Lead

Option for fully remote/ with flexibility to work in Manchester office

Band CR3


2022 has already been a milestone year for The Co-operative Bank celebrating 150 years of ethical banking in which we have delivered against the ambitious turnaround plan set three years ago to elevate the financial strength and stability of the Bank.


These results demonstrate that our leading position on ethical and social matters is not only good for our communities, but also delivers strong commercial outcomes. As ethics and sustainability become increasingly important to consumers, now more than ever, there is an important role for an ethical bank like us in the market place.


We are longstanding advocates of hybrid and flexible working and offer remote working in roles that allow, with the opportunity to spend 1-2 days in the office where desired.

The role:


As a Customer Optimisation and Simplification Lead you’ll be leading the delivery of simplification initiatives to improve operational efficiency and customer fulfilment. Working with a wide range of stakeholders, you’ll ensure the delivery of new innovative, capability; bringing market insights and analysis to the design and requirements gathering stage of project delivery.  This role supports the wider SME customer strategy by ensuring deliverables maintain a cohesive customer experience through our all channels, combined with continuous improvement activity. 


Key Accountabilities:


  • Manage SME operational improvement activity from concept to implementation
  • Identify inefficiencies or gaps in existing processes then recommends specific improvements
  • Work with operational team leaders to identify and recommend improvements in customer fulfilment and performance.
  • Market Analysis – understand what competitors are delivering and bringing to market and lead on how we can incorporate innovations into the banks strategy.
  • Own the ‘SME innovation roadmap’, bringing product changes together into coherent digital propositions for SME customers.
  • Support and enable the design of a customer centric SME strategy and change agenda, using market expertise to shape customer deliverables
  • Balances customer, commercial and control requirements to ensure the best customer outcomes within risk appetite during implementation of new processes
  • Engages with external market and 3rd parties to assess tools and services 
  • Creates new MI reporting (where necessary) to improve performance or change behaviours
  • Lead on delivery of the SME simplification initiatives and develops business plans with stakeholders


Knowledge, Skills and Experience Required:


  • Knowledge of the SME market, including regulatory, technology and customer trends
  • Knowledge of programme & project management techniques
  • Working knowledge of latest market research techniques
  • Experience in customer change programmes is preferable
  • Experience in digital capability launch, design or delivery is preferable
  • Good understanding of risk management.
  • Good understanding of components of financial performance in a banking context
  • Experience of developing and delivering business plans.
  • Good understanding of how strategy is developed and translated into business plans.
  • Deep product knowledge including associated processes and procedures, regulatory issues and constraints.
  • Ability to communicate at senior level in a style appropriate to the audience, and to work with a diverse range of people and cultures.


What You Can Expect From Us:


  • Flexible and remote working
  • 27 days holiday, plus opportunity to buy 5 extra days
  • Competitive pension / income protection / life assurance
  • Positive, friendly work culture that promotes work life balance
  • Commitment from employers on continued learning & development
  • Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your familly
  • 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
  • Recognition scheme and a culture in which we celebrate success 
  • Colleague network groups committed to inclusion and diversity within our Bank.


Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.


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.