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Digital Journey Manager

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The Business

We're looking for a Digital Journey Manager to join us in London, Leeds, Edinburgh or Belfast

  • If you’re passionate about harnessing digital innovation to improve our customers' banking experience, this may be the ideal role for you
  • You'll be supporting the strategy and development of new and optimised customer service journeys and experiences through our online banking secure platform
  • This is a great platform to channel your creativity and make a real difference to our customers and our banking future
  • You'll be part of a team of Journey Managers working with stakeholders and contributors to ensure the successful development and delivery of strategy and customer service

What you'll do

As Digital Journey Manager, you'll play a key role in simplifying and improving our customers' digital experience. 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 online banking platform to drive increased usage and value growth targets
  • Collating and sharing insight that helps define the medium and long term vision for our online servicing platforms and customer journeys
  • Supporting the management and delivery of change through our digital properties, from inception to post-live validation and monitoring
  • Making sure the brand, customer experience and impacts on engagement are considered at every stage

The skills you'll need

You'll be the voice of the customer in this role, so you'll need to be passionate about customer experience and continuous improvement in a digital context. You'll also have in depth knowledge and understanding of online service best practice.

Along with understanding online and mobile usage, new functionality and their links to other channels, you'll be experienced in research and strategy in Digital and will have an excellent appreciation of data and market trends.

Along with this, you'll be:

  • Confident in using data and insight to optimise digital journeys and be able to teach and coach others to do the same
  • Highly skilled in journey mapping, user experience (UX) and design
  • Able to understand customer intent in order to create end-to-end customer journeys
  • Proficient in the use of all available digital tools, such as AEM, Tealeaf and Site Catalyst, and how to use them to improve the customer experience
  • Confident in your ability to work collaboratively and influentially with a wide range of stakeholders

You'll also need a strong foundation in the key principles of Digital marketing, including SEO, paid searches and and how to measure and track responses, and a clear grasp of relevant products and services.

How we'll reward you

In return, we offer a competitive salary plus 30% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

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.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.