Customer Strategy

2 weeks ago

Dublin, Ireland Permanent TSB Full time

PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful. Your Role: As a Customer Strategy & Proposition Delivery Specialist, you will support the development and delivery of the customer strategy and proposition roadmap for Personal and Business Banking customers working with colleagues across the Bank. Central to the role is design and delivery of insight-led customer propositions and experiences to gain differentiation in the market that will effectively acquire, grow, and retain the customer base and act as powerful proof-points of PTSB brand positioning. Your Responsibilities: Contribute to and deliver the Customer Strategy and proposition roadmap of strategic and tactical initiatives that build trust and make a difference in the lives of our customers. Design the bank-wide customer experience approach for personal and business customers across acquisition, on-boarding, in-life and retention journeys as part of the programme. Map customer journeys, identifying pain-points in the Customer Experience to improve new and existing customer journeys. Develop and implement plans that bring the Customer Strategy and customer segments to life for colleagues across the Bank including internal comms plans, training and internal customer collateral. Work with Business stakeholders to identify opportunities and initiatives to drive continuous improvements for priority segments and identify Key Performance Indicators for measurement of progress. Lead cross-functional teams to develop customer insight led propositions, improvements and initiatives that meet customer needs and act as proof-points of brand positioning & meet customer needs. Lead proposition initiation, shaping, setting customer goals, customer testing and winning concept approval working with key internal and external partners to develop propositions and implement changes. Develop meaningful customer insights leveraging customer sentiment, behaviour and key drivers of Trust, RNPS satisfaction, dissatisfaction and churn within customer segments. Identify emerging customer needs, preferences and behaviours to inform customer goals and marketing strategies. Develop remedial action plans where variances to goals are identified and work with internal partners to set goals and implement initiatives. Be a champion of customer experience improvement thought leadership ensuring a best-in-class approach to customer strategy and experience development. Work with internal and external partners to deliver research programmes that deliver actionable insights including customer and market segmentation models, customer/brand research, customer and creative testing. Ensure the strategic initiatives implemented are within the Bank's risk appetite and regulatory requirements, adhering to governance and Bank processes. Adhere to all Bank processes, regulatory, risk and compliance policies Requirements: 3 + years? experience in strategy, customer experience, continuous improvement, or proposition developments Excellent internal and external stakeholder, written and verbal communication and interpersonal skills, with the ability to drive workshops with senior stakeholders. Passionate about delivering customer improvements, developing, actionable insights, and solving customer problems. Highly organised and effective planning expertise with an understanding and demonstrable application of stakeholder engagement and management of, costs, benefits and quality Excellent attention to detail and proactive problem solver ? able to take large complex sets of activities and plan into a logical set of tasks and actions with proven ability to meet deadlines. This is a permanent position based in PTSB's St. Stephens Green, Co. Dublin.(Hybrid option available within the Republic of Ireland only) Is this you? Please apply online on our website or via the apply link of this role. Your application will be sent through to our Talent Acquisition team and they will be in touch regarding your application. We reserve the right to draw up a shortlist for interview. The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.

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