Head of Digital
- This is a new role that will lead the definition and delivery of high quality digitally enabled propositions and automation for the Business Unit that improve customer experience, make the organisation more efficient and grow revenues. This Includes direct customer and adviser facing capabilities such as apps and self-service channels, but also enabling capabilities such as data, insights, workflow and apps for colleagues.
- The role will be a visible advocate for digital enablement and automation and will collaborate to get colleagues and other stakeholders enthusiastic about digital and automation opportunities
- The role will own the vision of how digital propositions fit together, and how they fit with the wider business processes and systems
- The role will sponsor business cases, successfully gaining investment and operate as product owner for new / enhanced digital products
- The role will be directly responsible for leadership of the Retail contact centre and its transformation to a digitally enabled omnichannel capability.
- The role will also be responsible for driving best practices and processes across the digital propositions
- To develop and own the digital vision for the Retail Business Unit and its Operations that supports delivery of the Retail strategy
- To provide clear vision for the end to end digital ecosystem.
- The champion the digital deflection of the business journeys.
- To be the product owner for digital transformation and be the lead for a Hybrid product owner cohort which will be required as part of the overarching Transformation Programme
- Ensure that all relevant digital initiatives are fully integrated into the strategic-planning process for leadership commitment, resource allocation and execution.
- Significant experience in a digital product management role or equivalent
- Proven experience of a track record of developing and delivering digital product strategies
- Proven track record of success in management of the delivery of service excellence and staff development in a digital environment;
- Proven experience of successful delivery of transforming operational areas/customer journeys, major projects, innovations and efficiency improvements including implementation of digital and automation technology within a servicing environment