Customer Transformation Strategy Lead, SME
Maternity Cover 9-12 Months Location: Working from home / Manchester Office
Grade CR3 35 hours, full time
Role Overview: We have an exciting opportunity for a Transformation Strategy Lead to join our team! This role is pivotal in the successful delivery of the SME transformation activity acting as the transformation and customer strategy lead that will ensure our customer deliverables articulated in a cohesive strategy. Be accountable for developing and supporting the execution of the SME Transformation strategy agenda for the next 3-5 years, translate the strategy into requirements and working assumptions to provide inputs to various delivery mechanisms such as projects, work streams and initiatives.
You will be responsible for socialising, capturing inputs and gaining endorsement of the strategic transformation agenda
Key Accountabilities:
CUSTOMER FIRST
Support and enable the design and build of a customer centric SME programme using market expertise to shape customer deliverables
Own the market scanning approach, defining what customers are using, their requirements and projecting future
Engage 3rd party and FinTech for exploratory and delivery purposes to help share digital proposition
For each customer cohort, segment or profile; ascertain the transformation deliverables that will enhance the customer experience
Support the design of enhanced customer journeys by defining the strategic customer requirements and aims
Work closely with digital teams, Product Owners and other enabling functions to agree on the transformation customer strategy to ensure alignment for project delivery
CONTROL (RISKS, FINANCIALS AND PROCESSES)
Balances customer, commercial and control requirements to ensure the best customer outcomes within risk appetite during implementation of new processes
Understand the Bank’s risk management framework, how it applies to your role and ensure you follow the appropriate policy and procedures and that risks are managed and controlled (Mandatory accountability)
Responsible for the identification and management of risks and controls in line with risk appetite and policy and for providing, as required, periodic certifications to this effect
Produce accurate and timely management information (weekly and monthly) which evidence performance and the identification and monitoring of risks and controls
CHANGE
Working across the Bank, to support the delivery of Project Jura on time and to design
Critically assess the Jura deliverables to ascertain the positioning in the market and which capabilities strengthen marketing and propositions
Work with marketing internal teams to support customer messaging for key services
Creates where necessary new MI reporting to improve performance or change behaviours
Ongoing Market insights shared and discussed with stakeholders to drive clear customer actions
Uses expertise and knowledge of the industry to initiate and lead change recommendations
LEADERSHIP
Leads on delivery of the SME strategy and develops business plans with stakeholders
Develops SME banking team and staff awareness of market trends and new services
Demonstrates the agility to set strategy and also attend to the detail
Builds trusting, inclusive relationships internally and externally, achieving high engagement levels
Breaks down the complex into simple diagnosis and action
Technical Capabilities:
Knowledge of the SME market, including regulatory, technology and customer trends
Deep knowledge of programme & project management techniques
Working knowledge of latest market research techniques
Knowledge, skills & experience required:
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
27 days holiday at start, rising to 30 days
Agile working including opportunity to work from home.
Competitive pension / income protection / life assurance
2 paid days for volunteering per year
Positive working environment in contemporary offices centrally located in Manchester.
Strong career path within Financial Services
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.
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.
Please note we may withdraw this vacancy once sufficient applications have been reached