Marketing Manager - Digital User Experience Manager

London  ‐ Onsite
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Keywords

Description

In this instance we're specifically looking for a contractor who has UX and/or change management experience that can backfill a member of an existing UX team who will be moving off to support an agile redesign project.

Digital Banking is growing at great pace and now is a particularly exciting time to be joining the bank - we have some challenging aspirations! Reporting to the Head of Digital User Experience, the role is an excellent opportunity for someone who likes to work autonomously and as part of a team and can take the lead and be proactive.

The core purpose of this role will be to deliver engaging customer experiences and support the business in its need to talk to customers online. The role would sit as part of an existing User Experience team who are responsible for all the content on the TSB public website, TSB Internet Banking desktop site and the TSB mobile app.

Responsibilities include:

  • Using customer journey data analysis to identify areas for improvement within existing customer journeys, produce recommendations and project manage implementation.
  • Work with product and sales teams to identify key customer journeys that drive sales numbers and optimise those to increase conversion.
  • Work with complaints teams to identify content improvements that could reduce complaints and remove customer pain points.
  • Support product managers with regular updates to the website as product details (including rates) change regularly.
  • Ensure signoff and briefing processes are always adhered to and that content is always accurately published.
  • Support other key parts of the business in delivering and maintaining digital content to underpin the bank's strategy.
  • Liaise with and influence key stakeholders including senior management, digital agency, product teams, legal, compliance and content management to gain buy-in to recommendations for change

Key Capabilities, Knowledge Areas & Personal Attributes

  • User centred design
  • Usability and Copywriting experience
  • Search Engine Optimisation experience
  • Site benchmarking and application process best practice
  • Excellent influencing and interpersonal skills
  • Project Management, planning and control skills to ensure deadlines are hit
  • Excellent written communication skills
  • Excellent presentation/facilitation skills
  • Outstanding attention to detail
  • Self directed work mindset and good organisational ability
  • Sound competitor awareness
  • Knowledge of Internet and/or mobile banking
  • Knowledge of key financial banking products
  • Solid stakeholder and relationship management skills
Start date
5/1/2015
Duration
3 months
From
Eurostaff Group Limited
Published at
26.11.2014
Project ID:
814104
Contract type
Freelance
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