Job Summary

Responsible for reviewing the Bank’s existing digital and service channels, proposing, and delivering improvements that in turn enhance customer experience and establish efficiencies in alignment with the Bank’s strategy by:
a) Developing new fit for purpose digital solutions
b) Keeping up to date with digital trends and best practice

Job Description

The Head of Digital Transformation has overall responsibility for the delivery of multiple technology solutions across a number of products and processes within the Bank by ensuring consistency in delivery approach through Six Sigma techniques, Automation, and by growing capability in people. The role holder will do this in a way that builds sustainable employee and customer satisfaction, through the following areas:

Customer Journey Mapping

Review Customer Journey Maps or Customer Experience Maps to clearly understand the steps in the customer journey and take appropriate actions to meet the objectives through digital deliverables.

Identifying Drivers of Loyalty: regularly review and understand which customer experiences drive customer loyalty.

Root Cause Analysis and Action: identifying and acting on the root causes of customer pleasure or displeasure.

Building a customer focused business: actively reviewing and revising existing processes and procedures to further build a Customer Centric and Digital organization.

The Head of Digital & Service Transformation will work with the Head of Operations and Information Technology (HO&IT) to develop a long-term strategy ensuring that their ambition is aligned with the strategic goals of the Business They will also be:

• Accountable for the effective resource planning, management, reporting and coordination of Digital transformation projects/initiatives to deliver change in line with availability and business requirements.
• Responsible for defining and implementing the direction of the overall digital strategy.
• In Charge of coordinating and managing the annual digital team’s delivery calendar and roadmap
• Responsible for ensuring that they work with the Technology team to regularly monitor and review digital channel performance against SLAs
• Accountable for ensuring that they establish best practices and processes across the Digital and Service Transformation team for the consistent delivery of transformation projects
• Responsible for delivery reporting to the HO&IT and all key stakeholders
• In charge of developing on-going plans for delivery activities; manage any allocated resources to ensure that the team delivers to committed tasks.
• Responsible for managing relationships with third party digital delivery partners, focusing on performance management against agreed SLA’s and KPI’s

  The Head of Digital Transformation has overall responsibility for the delivery of multiple technology solutions across a number of products and processes within the Bank by ensuring consistency in delivery approach through Six Sigma techniques, Automation, and by growing capability in people. The role holder will do this in a way that builds sustainable employee and customer satisfaction, through the following areas:

  Customer Journey Mapping

  Review Customer Journey Maps or Customer Experience Maps to clearly understand the steps in the customer journey and take appropriate actions to meet the objectives through digital deliverables.

  Identifying Drivers of Loyalty: regularly review and understand which customer experiences drive customer loyalty.

  Root Cause Analysis and Action: identifying and acting on the root causes of customer pleasure or displeasure.

  Building a customer focused business: actively reviewing and revising existing processes and procedures to further build a Customer Centric and Digital organization.

  The Head of Digital & Service Transformation will work with the Head of Operations and Information Technology (HO&IT) to develop a long-term strategy ensuring that their ambition is aligned with the strategic goals of the Business They will also be:

• Accountable for the effective resource planning, management, reporting and coordination of Digital transformation projects/initiatives to deliver change in line with availability and business requirements.
• Responsible for defining and implementing the direction of the overall digital strategy.
• In Charge of coordinating and managing the annual digital team’s delivery calendar and roadmap
• Responsible for ensuring that they work with the Technology team to regularly monitor and review digital channel performance against SLAs
• Accountable for ensuring that they establish best practices and processes across the Digital and Service Transformation team for the consistent delivery of transformation projects
• Responsible for delivery reporting to the HO&IT and all key stakeholders
• In charge of developing on-going plans for delivery activities; manage any allocated resources to ensure that the team delivers to committed tasks.
• Responsible for managing relationships with third party digital delivery partners, focusing on performance management against agreed SLA’s and KPI’s

Education

Bachelor’s Degree: Information Technology (Required)