Head of Performance & Operations - Digital Engagement

JOB TITLE: Head of Performance & Operations - Digital Engagement

LOCATION(S): Bristol, Birmingham, Chester, Leeds, Manchester, Glasgow

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time at an office hub mentioned above. We support agile working, click here for more information on agile working options.

About this opportunity

There is an exciting opportunity to join the Digital Engagement team as the Head of Performance & Operations.

This role presents a unique opportunity to influence the strategic direction across our channels. You'll play a key role in helping shape the strategy, aiming to establish our app as the UK's #1 banking app. Collaborating closely with the Digital Engagement Director and Leadership team, you'll co-develop and implement this strategy across the Group, linking up channels across Consumer Engagement to one strategic vision. Your executive-level storytelling skills will be crucial in articulating the strategic vision and progress to stakeholders, ensuring alignment and consensus. Success in this role requires critical thinking, effective communication of complex ideas, and the ability to align team efforts with strategic objectives. Additionally, you'll need to address critical challenges that may arise, demonstrating agility in pivoting to new priorities as needed.

The Head of Performance & Operations will be responsible for assessing performance against our strategic vision by identifying correct measures of success, sharing actionable insights and analysis, and curating the performance narrative for Consumer Engagement and the Digital channel. Leading our efforts in optimizing performance reporting, data insights, and customer experience insights for Consumer Engagement. This role is crucial to tracking progress against our vision and identifying actionable insights on where we can improve to achieve our vision of becoming the UK’s most recommended banking app.

Day to day responsibilities include:

• Performance Narrative & Strategic Insight: You'll be responsible for the performance narrative of Consumer Engagement and Digital Engagement, assessing performance against our strategic vision. You'll provide actionable insights into whether the strategy is delivering the desired outcomes and share insights on where the strategy can be amended or evolved to ensure we meet our objective of becoming the UK's most recommended banking app.

• Digital Channel Performance & Stability: You'll be accountable for the performance of the digital channel, ensuring digital stability and capability. This includes partnering across the Group to develop and implement strategies for the identification, assessment, and resolution of digital incidents, as well as forecasting and planning for the digital channel to ensure stability and mitigate the impact of incidents.

• Benchmarking, Competitor Analysis, and Customer Satisfaction: You'll utilise market insights and customer feedback to drive process improvements and optimisations. Conduct benchmarking studies for Digital Engagement and perform competitor gap analysis to inform strategic decisions. You'll define and manage drivers of customer satisfaction across Consumer Engagement, design the digital customer survey strategy, and ensure that changes are effectively landing with customers and supporting the delivery of our strategy.

• Controls Management & Impact Assessment: Finally, you'll manage our controls across Digital Engagement, including Consumer Engagement-wide controls. You'll assess the impact of our strategy and transformation on customers and ensure adherence to consumer duty.

Skills we’re looking for

• Strategic & Analytical Skills: Proven ability to assess performance against strategic goals, provide actionable insights, and optimise performance reporting and data insights. This includes conducting benchmarking studies, performing competitor gap analysis, and driving process improvements based on market insights and customer feedback.

• Leadership and Communication: Exceptional executive-level storytelling skills to articulate strategic vision and progress to stakeholders, ensuring alignment and consensus. Effective communication of complex ideas and a track record of collaborating with leadership teams to co-develop and implement strategies across multiple channels.

• Operational Excellence: Strong background in managing digital channel performance, ensuring stability and capability. Proficiency in managing controls across multiple customer channels, with a deep understanding of control frameworks, and the regulatory landscape.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

If all of this resonates, and you want a job with big meaning, then please do get in touch to discuss!