Senior Digital Channel Manager

Senior Digital Channel Manager

expanding as we grow our Digital services for customers and staff. The role of the Senior Digital Channel Manager is to lead the implementation of change on the Digital Channels (Online, Mobile and future platforms), ensuring this change is successful for our people and customers.

• Accountable for the successful launch of digital journeys and platforms into the market, leading delivery on a range of initiatives across the Digital Banking.
• Obtain customer and staff feedback, using these insights across the digital channels to form prioritised customer journey backlogs.
• Shape and drive the digital channel strategy to increase digital product sales, driving efficiencies (streamlining) and increase digital engagement whilst ensuring all new features and functionality delight our customers.
• Use iNPS and jNPS scores to identify potential blockers and deliver improved customer journeys and experience.
• Ensure all digital change adheres to regulatory and compliance requirements and proactively monitor and contribute to key channel performance indicators (digital engagement, activity and customer satisfaction).
• Discover and utilise insights and metrics to understand areas of customer and commercial opportunity, delivering tangible improvement to key metrics and upholding the vision to deliver an engaging, personal and relevant experience.

• Experience working in a Digital environment, preferably using Agile methodology, with exposure to customer engagement/research to obtain insights and apply these to backlog management.
• Proven digital skills with demonstrable success in creating strategic action grounded on external and internal data and insights, and building execution capability with relevant product knowledge including Retail and Wealth Banking products (desirable).
• Leadership experience in customer‑focused organisations, in disciplines such as digital, marketing or change management, motivating and inspiring others to excel.
• Energetic, positive attitude, team player with a track record of delivering significant change that improves business effectiveness in sustainable ways.
• Excellent written and spoken communication skills; the ability to communicate with impact, articulating complex information in a meaningful way to wide and varied audiences.
• Customer‑focused with a passion for delivering the best online experience, and experience using relevant software packages such as JIRA and Confluence.

Jersey

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