Job Descriptions

• As a Digital Acquisition, Planning and Optimisation Support in Digital & Direct you will be responsible for;
• Work as part of a team to maximises productivity and performance, enabling the Digital and Direct Bank to deliver on our commercial, customer and colleague promises
• Provide appropriate support and direction to the wider internal and externals teams to improve performance from real time insights
• Manage customer call flows through telephony system to optimise service level for our customers.
• Understand customer¿s needs, customer segments, PTSB products and digital capabilities in order to developing meaningful customer relationships insights for change.
• Uphold a digital first approach and recommend changes across all entry points (voice, IVR & online) in a controlled and governance way
• Actively participate in change programmes to support the transition of our model from an execution only to a broader and deeper understanding of our customers¿ needs
• Clear understanding of all the tools available within the team and the Group and how they can reduce customer friction and improve funnel conversion rates across digital channels
• Support the development of new data models to drive funnel optimisation, customer¿s next best action and new revenue streams
• Seek opportunities to implement robotics & automation in the Digital & Direct bank
• Support business readiness protocols for the launch of new digital and telephony origination servicing and sales journeys
• Ensure up to date policies and procedures across IT Security Governance, Business Unit Managed IT and Access Control.
• Pro-actively engage key stakeholders to ensure processes/procedures/platforms are operating as efficiently as possible.
• Act as a visible role model, striving for a culture that promotes ethics, employee engagement and fun, is adaptable and can problem solve, with strong teamwork, collaboration, trust and respect ethos - ensuring the team is passionate about being part of the high energy team in Digital and Direct
• Be an ambassador for PTSB and develop the Banks¿s profile across multiple communities (internal and external) with a particular focus on our customer segments, represent at internal and external events/conferences.

• Enthusiasm, goal orientated with high levels of energy and a passion for Digital and Direct
• A passion for delivering the highest level of customer experience with excellent interpersonal and effective communication skills
• Motivation to build a best in class Digital and Direct Bank
• Experience in developing, preparing and presenting MI to Management in order to facilitate efficient and effective decision making
• Excellent interpersonal and effective communication skills
• Eager to develop skills, capabilities and competencies
• Understanding of compliance in a contact centre environment
• Proactive, forward looking and driven philosophy
• Solution driven self-starter that is organised, efficient, effective and focused on the commercial, customer and colleague KPI¿s all the time

Skills

• Interpersonal Skills
• Excellent Communication Skill

Experience

• 1 year