Digital Engagement Director

JOB SUMMARY

The Digital Engagement Director is responsible for driving deep, sustained engagement and usage across the Bank’s digital channels, with a primary focus on elevating adoption and daily active use of the mobile banking app. This role leads the strategy, execution, and optimisation of digital engagement initiatives by harnessing data driven insights, campaign management excellence, and continuous experimentation to improve customer activation, usage, and retention.

The role oversees end to end digital engagement performance: shaping user journeys, orchestrating targeted and personalised campaigns, and partnering across Product, Marketing, Data & Analytics, Technology, and frontline teams to deliver seamless digital experiences. A key accountability is establishing a robust measurement framework—leveraging behavioural analytics, segmentation, and funnel analysis—to identify growth opportunities and embed a culture of test and learn.

This leader ensures digital engagement strategies align with the Bank’s broader digital transformation agenda, enabling value creation through increased self service migration, improved customer satisfaction, and enhanced commercial outcomes. They will also be accountable for strong governance across data integrity, campaign compliance, and responsible use of insights. The role requires a blend of digital expertise, strategic thinking, analytical acumen, and the ability to influence cross functional stakeholders to accelerate digital adoption and usage across markets.

RESPONSIBILITIES

Strategy
•    Develops the engagement strategy for digital channels 
•    Executes campaigns and marketing activities focused on driving engagement and active rates across digital 
•    Manage & track customer satisfaction
•    Manages digital performance metrics and develops segmentation and funnel analysis
•    Maintains relationships with all product stakeholders. 
•    Establishes best practices in designing a product development strategy 
•    Delivers superior customer value consistently and within targets. 
•    Monitors effectiveness of all marketing channels and promotional campaigns 
•    Participates in developing and monitoring a budget for a specific work group or department. 
•    Research new technologies and services, assess competitors and new entrants review regulations for Digital requirement

People & Talent
•    This position will have one direct report 

Regulatory & Business Conduct

•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
•    Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

•    Marketing, product, technology, compliance, analytics 

Qualification
•    Education - Degree

Skills and Role specific technical competencies 

•    Data analysis 
•    Campaign management 
•    User experience design 
•    Effective communication 
•    Project management