Digital Director

Opilio Recruitment Limited
United Kingdom
£100,000 - £110,000
06 Oct 2017
07 Nov 2017
Contract Type
Full Time
Our client is looking for an innovative Digital Director to accelerate their journey to provide brilliant customer and client experiences across all products and segments. The Digital Director will lead the launch of digital product and services offerings for my client in the financial services sector. Role and Responsibilities: The role and responsibilities for the Digital Director: * Partner with senior stakeholders across the relevant businesses to develop a transformational strategy to ensure optimisation of revenue across all channels using insight from the commercial performance and optimisation team * Build the delivery roadmap to drive better customer outcomes and further digitise the business (measured through NPS and revenue targets) * Build compelling propositions that will attract and retain customers through the digital channels in partnership with relevant business stakeholders * Develop different commercial and business models through a deep understanding of the financial drivers of the P&L Partner with the Commercial performance and Optimisation team to increase acquisition and growth through all channels * Responsible for guiding propositions through the execution cycle, focusing specifically on analysing, positioning, promoting and tailoring solutions to the different customer segment * Champion the customer within the company, driving cross functional teams to design products around customer needs * Utilises data to understand customer behaviour through usage MI, complaints and various feedback mechanisms and use this insight to develop the product roadmap and vision * Work with heads of functions across the organisation to find the right balance between usability and security while meeting obligations related to legal compliance and regulations * Develop a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth * Collaborate with the teams to understand limitations and constraints that technology imposes on customer experience and challenge the technical teams to drive the right discussions to find alternative solution options that satisfy customer needs Experience and Skills: The Digital Director must be able to demonstrate previous experience in the following key areas: * Excellent understanding of user experience design, UI design and service design * Strong technical background with understanding and/or hands-on experience in software development, web and mobile technologies * Experience at bringing external insight into an organisation and delivering transformational change in a technical environment * Keen knowledge of how digital impacts revenue and income, especially impact through digital customer on boarding and digital servicing * Strong analytical skills with ability to build data driven insights * Strong curiosity about the impact of Government regulations, e.g. Payment Services Directive 2 and the implications of the technology underlying Application Program Interfaces (APIs) to develop product propositions that leverage these new capabilities, especially with 3rd party partners and Fintech start-ups * Extensive experience in a customer driven organisation with a customer first mindset * Ability to shape, promote, share and inspire colleagues * Desire to seek out and embrace new ways of working
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