Our vision is to become Britain’s most helpful and sustainable bank.
Our people are key in helping us achieve this, which is why we want to recruit the very best people with the right skills, experience and behaviours.
The Digital Service team is responsible for driving adoption and usage of online as a smart, easy way for customers to manage their finances. The objective of the team is to use online as a key enabler to drive main banking relationships. We will achieve this by:
Working closely with other channels and marketing to drive adoption and advocacy of online with both customers and staff
Leading the proposition development of new and improved functionality and tools to surprise and delight customers and encourage them to use and engage with us and our services more
Understanding how customers interact with us online and being passionate about optimising the experience for them
The Community Journey Manager is responsible for managing the social customer journeys through all digital touchpoints, before, during and after using our core owned digital properties. The role is critical in defining, validating and testing new social customer experiences (based on insight, social and technology capability) that deliver new and innovative ways for customers to engage and interact with us. You will:
Support the planning and delivery of our social and community agenda to help drive greater engagement and interaction with our customers
Create a sustainable customer social experience that creates competitive advantage, and helps increase engagement with our new and existing customer base
Provide insight that helps define the medium and long term vision for Digital and the wider business
Live Helpful Banking behaviours as a member of the ‘Frontline’ digital experience team
Test, learn and optimise customer journeys
Create new and existing social journeys and experiences that support key customers needs and deliver development of the online service platform functionality delivering measurable improvements in end to end experience, increased usage and satisfaction using ‘best in class’ as a benchmark
Understand social and community capabilities and opportunities and how they support both sales and service both directly for digital channels and also across other channels
Work with key stakeholders across the business to drive awareness of social and the power of community
Use insight on emerging themes and trends globally, and assess their impact on our current sales and service offerings
Monitor competitor activity and gather deep understanding of market benchmarks
Develop social and community customer journeys and experiences that maximise and engagement and satisfaction with RBS
Build and develop strong links with key stakeholders (Product, Marketing, Branch Banking, Retail Change) and third party suppliers to help champion innovative and dynamic ways to engage and communicate with customers define new propositions and solutions that drive the social and community agenda
Ensure that all social proposals and processes are fully compliant with Risk and Treating Customers Fairly regulation working closely with Risk to ensure risks are properly identified and managed
Analysis and testing of current insight including data trends, feedback and exceptions to identify service usage and journey improvement
Collate, interpret and document market and competitor insight to support the strategy decision making process
Produce reports, plans and forecasts to fit RBS organisational requirements
Strong track record of delivery in the social space
Passionate about customer experience, continuous improvement and digital focused
Good knowledge and understanding of social and community initiatives and best practice in other key industries and financial services
Understanding of the power of social and community and how this can contribute to our service and sales experience
Technical Knowledge:
Experience of research and strategy in Digital and in particular social and community intiatives
Experience of social service approaches, technologies and applications
Understanding of security, risk and compliance issues associated with online usage
Understanding of economics, products and services
Strong appreciation of data and market trends
People Management:
Manage Assistant Community Manager
Contribute to fluid ‘virtual teams’ of stakeholders and contributors to ensure successful development and completion RBS - 13 months ago
