Digital Experience Manager

Digital Experience Manager

The Business

Join us as a Digital Experience Manager in Edinburgh, Manchester or London

  • If you’re passionate about creating fantastic digital experiences and harnessing innovation to improve our customers' banking experience, this could be the ideal role for you 
  • You’ll have responsibility for developing the customer sales or advocacy experience across a wide range of digital touch points 
  • You’ll use a wide range of data – both quantitative and qualitative – to identify customer pain points, before building hypotheses and developing solutions to increase conversion throughout the digital funnel 
  • You’ll be given a great platform to channel your creativity and improve the digital experience for customers of NatWest, Royal Bank of Scotland and Ulster Bank

What you'll do

In this role you’ll be responsible for developing a deep understanding of journeys across our digital estate, and taking ownership of opportunities to improve the experience for customers. From the moment a customer discovers a financial need, searches and compares options, through to the application or service process, we’re looking for a candidate who'll champion the customer at every stage and create compelling digital experiences.

You'll be using customer insight and data to define new customer experiences, as well as optimising, testing and validating existing journeys, to make sure our customers are getting the best possible experience every time.

Day-to-day you'll be:

  • Delivering measurable improvements in customer experiences across our journeys using a range of tools including Adobe Analytics, Adobe Experience Manager, Adobe Target, and Clicktale
  • Using data to measure and monitor the effectiveness of the changes you make, with the aim to improve Digital journey performance
  • Creating compelling copy for our web pages and prompts, and working with marketing to serve a consistent end-to-end journey
  • Supporting the strategy for sales and mobile advocacy across our frontline teams, ensuring they are capable and confident in talk about our digital propositions.
  • Actively monitoring and understanding customer feedback and NPS, and delivering enhancements to our journeys as a result to help better meet customer needs and expectations
  • Working collaboratively with a wide range of stakeholders, and managing direct reports, if applicable

The skills you'll need

If you’ve got experience in using digital content management systems and web analytics, and an understanding of online best practice or digital marketing, then this role is for you. You'll also be the voice of the customer, so you'll need to be passionate about customer experience and continuous improvement in a digital context.

As well as this, we’re looking for:

  • First rate analytical skills which will enable you to deliver meaningful, actionable insight and areas of opportunity
  • Commercial awareness, confidence in your ability to work collaboratively, and the ability to face off effectively to a variety of internal and external stakeholders is essential
  • The ability to be the voice of our customers, understanding their intent and needs to create effortless end to end customer journeys
  • An understanding of digital marketing best practice to ensure our digital campaigns are as effective as possible
 

How we'll reward you

In return, we offer a competitive salary and you'll also join our retirement savings plan. You can also choose from a selection of protection, healthcare or lifestyle extras from RBSelect, our fully flexible reward programme.

Visit our reward and benefits page for more information on the benefit packages we offer.

Inclusion

At RBS, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.