Description
My client, a large bank, is currently recruiting for an experienced user experience manager to assist in improving the way the digital banking team talks to customers online and improves the overall customer journey. It is an exciting opportunity to join a market leading bank in the continued development of their digital offering.
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
For more information or to apply please get in touch with Tom Harvey at JCW.