Digital Experience Analyst, Direct Channels Experience Team (12 months) - NatWest

• If you’d like to be recognised for your ability to create innovative direct channel solutions, we think you’ll enjoy working in our Direct Channels Experience Team
• We want you to project yourself into the future of banking to bring our customers an industry-leading experience across our direct digital channels, and break the mould of banking as we know it
• You’ll be helping to define and improve the customer experience and ensure that digital experiences are optimised, raise awareness of our solution and help our customers
• We're offering this role for a period of 12 months

What you'll do

As a Digital Experience Analyst, we’ll look to you to play a key role in supporting our strategic digital propositions, helping us to deliver exceptional customer experiences and achieve our goals for our corporate and financial institution customers who require an automated payments solution.

You’ll focus your attention on a portfolio of digital propositions that we’re investing in to help us achieve our ambition to become a relationship bank for a digital world. This will see you translating real-world customer needs into messaging that resonates and with collaboration at the heart of this role, you’ll be encouraged to think outside the box to solve complex problems and find opportunities for further innovation.

Day to day, you’ll be:

• Driving and promoting the use of our direct channels by our customers, internal and external partners
• Being an expert in customer desirability to inform and shape a best in class digital experience from product sales through to implementation and in-life product management
• Contributing as a reference point for direct channels strategy, design and solutions and ensuring that all aspects are focused on the needs of our customers
• Ensuring customer touchpoints provide a great experience for our customers including delivering internal training for support teams, identifying opportunities to digitise our offering, and putting the customer at the heart of change activity that impacts them
• Analysing data and provide key insight to optimise our proposition and achieve our business goal
• Support product owners in delivering go to market activity to achieve product adoption

The Skills you'll need

We're looking for a digital specialist who’s truly customer obsessed and able to articulate a customer vision to create excellent outcomes for them. You’ll need great stakeholder management skills too, along with commercial acumen, market awareness and an interest in the latest digital trends - particularly in the digital channels space.

You’ll bring this all together by being a great team player, and you’ll demonstrate this through your excellent interpersonal, communication, influencing and problem-solving skills.

You’ll also need:

• The ability to source and work with information, drawing conclusions that are used to create value to the business and its customers which could be applied in identifying product performance trends
• An understanding of the needs of business or corporate customers and how we can serve them digitally
• Familiarity with customer experience techniques, such as journey mapping
• Problem solving and strategic thinking skills while leveraging insight and other sources of information to build business intelligence
• The ability to work on your own initiative, setting priorities and working to defined deadlines