Digital Service Manager

  • Job Reference: R-00168173
  • Date Posted: 6 May 2022
  • Employer: RBS
  • Website:
  • Location: London
  • Salary: On Application
  • Sector: Law enforcement & Security
  • Job Type: Full Time

Job Description

Join us as a Digital Service Manager

  • In this leading role, you’ll be managing and improving our digital customer journeys
  • You’ll help shape new ideas while supporting the project management of change projects, collaborating with operations teams to drive improvements
  • This is a chance to really make this role your own, allowing excellent exposure for you and your work

What you'll do

As a Digital Service Manager, you’ll be working towards the implementation of new customer journeys, defining benefits and removing any barriers to adoption. Working closely with stakeholders across the business, you’ll be helping to find solutions for our customer needs and improve the existing customer experience.

Your responsibilities will include:  

  • Identifying and driving improvements to the customer journey using customer and market insights
  • Analysing performance against targets and indicators, and identifying trends, threats and where improvements can be made
  • Supporting with the development of a wider strategy by identifying complementary journeys across mobile, branch and telephony channels
  • Developing metrics to measure and monitor the level of customer satisfaction in the journey
  • Establishing collaboration with internal communications and marketing

The skills you'll need

We’re looking for someone with good experience of business improvement and customer journey optimisation. You’ll need to have strong interpersonal skills along with the ability to work work with colleagues of all levels across the bank.

You’ll also need:

  • Good project management skills with the ability to monitor progress against plans
  • The ability to build relationships with and manage stakeholders and external third parties
  • A proven ability to adapt to quickly changing environments, learn at pace, and encourage others to do the same
  • Problem solving and analytical skills, demonstrating strategic thinking and leveraging insight and other sources of information to build business intelligence
  • Agile project management experience
  • Exceptional communication skills both written and verbal