Associate Director, Digital Platforms & Innovation

Job Summary

• Our Channel Managers are excited about customers and believe that digital channels should deliver memorable experiences. They're the gatekeeper to ensuring our digital channels are widely adopted and fully utilised by clients when using our banking products and services globally. 

About our Digital Channels & Data Analytics (DCDA) team

• They support our corporate clients, by creating a more equitable, sustainable, and prosperous future for clients and global communities through technology, data and digital. They’re responsible for being an expert in digital products and services and partner with our sales and coverage teams. 

About Corporate & Investment Banking (CIB) 

• For more than 170 years we’ve support clients with their transaction banking, financial markets, corporate finance and borrowing needs and provide solutions to nearly 20,000 clients in the world’s fastest-growing economies and most active trade corridors.

Responsibilities

• Develop and execute client programmes that positively impact our digital business goals.
• Oversea the client lifecycle journey from prospecting, onboarding, to deepening adoption.
• Project manage high priority client acquisitions, utilisation, and growth campaigns by using insights from different data streams to recommend the most effective client touchpoints.
• Partner with internal functions to influence the most appropriate and consistent user experience with effective messaging across multiple channels and devices to improve the platform, service adoption and conversion.
• Partner with research, analytics, client UI/UX teams, product, sales, service, and coverage colleagues to drive and manage impactful campaigns and tracking their effectiveness and feedback channels, using insights to make recommendations to improve strategies and tactics.
• Grow client adoption of our products and services through campaigns, including B2B and B2B2C toolkits, to build internal frontline colleague and client awareness.
• Use data, insights and key performance indicators to drive business goals and manage channel performance.
• Support key performance indicators for digital transformation and automation through reporting, analysis, and budget management.
• Lead channel campaigns and client migrations for our Straight2Bank, web, mobile, API banking and data platforms.
• Strategise and execute value creation for our digital capabilities with a global perspective, including taking them into markets, driving adoption, realising benefits in revenue growth and optimising client satisfaction.
• Drive digital commercialisation for flagship platforms across the cash, trade, and financial management teams, with a roadmap for continuous platform optimisation.
• Define the channel strategy and customise targeted programmes aimed at driving specific user behaviours to drive digital acquisition and growth across markets and segments.
• Create and use market intelligence to drive innovation and maintain a leading competitive edge.

Requirements

• Strategic thinker, solving complex problems and develops creative solutions with a strong attention to detail.
• Excellent communication skills (written and verbal), and ability to present and advocate concepts to key stakeholders and leadership. 
• Team player comfortable shifting from strategic planning, to executing tactically.
• Organised and able to manage multiple projects and competing priorities. 
• Experienced in leading client lifecycle marketing and sales across email, apps, platforms, and devices.
• Invests time to build excellent product knowledge to confidently advocate.
• Adapts approach for stakeholders, including executives and working teams.
• Collaborative approach to working with colleagues in a region and globally.
• Quantitative and qualitative client research workshops, using multiple data sources to understand client insight and develop products, services, and campaigns.