Role:               Head of Customer Strategy – UK Retail Banking
Location:         Central London normally, but remote for the time being
Salary:             £100,000 - £120,000 (DoE)
Benefits:          Usual corporate deal plus bonus

Before going into the detail of the role, there’s a couple of key experience points to highlight. These have been explained to be absolute ‘must haves’ as they’re critical to success of this hire:

1. A really detailed knowledge of UK retail banking. Both from a commercial dynamics and regulatory environment perspective around current account, savings accounts, lending, mortgages, etc. The shifting needs of customers in an increasingly digital first economy
2. A knowledge of what can and can’t be done with the use of customer data in this environment, and how that data might be allowed to be used for new product innovations and features as well as other commercial and marketing purposes
3. Demonstrable experience of leading strategy and thinking around ‘the customer’. Driving innovation around products, how they’re delivered, communicated to customers, priced, etc. Which shows a customer centric mentality, rather than traditional ‘product and sales’ first.

If you’re familiar with how management consultancies like Bain or McKinsey operate, you’ll have part of the picture of what to expect of this opportunity.

Tackling big strategic challenges, helping companies transform how they operate, moving into new markets or create new products and revenue streams. Dealing with the big cerebral and strategic problems a business can have.

But where they typically cede control back to the client for delivery, with you then moving on to the next client challenge. Here you’ll continue to see out its execution. Seeing the benefits and impact of your work on the client’s business and its customers.

So as you might expect, this isn’t a typical management consultancy. Instead, this company’s pedigree sits within customer management and customer engagement strategy.

At their heart sits a proprietary data and insight solution which has proven significant success with businesses across multiple industries. Helping to inform and drive innovation opportunities by putting the customer at the heart of decision making and strategy.

Often it involves major transformation programmes which challenge a company’s way of thinking. Informing them what customers see value in, how their products need to evolve to meet this and pushes them to change and evolve in ways which also leads to innovation opportunities within their industry.

This is where you come in. As the client lead, engaging with the board and its members of a major retail bank. Driving the customer strategy agenda, challenging their thinking and showing them the art of the possible through the innovate uses of customer data and helping to re-shape their consumer offering.

Once approved, then driving the agenda of change and transformation with the client and agency teams. Seeing your strategy come to life and how it has an impact on the organisation and its customers.

The best part, beyond the role itself?

You can put the suitcase away. If you land this role, you won’t be expected to live out of it!

What have I got to demonstrate:

• You’re able to confidently tick the boxes of the first 3 bullet points at the top of this job spec
• Well rounded commercial and business strategist
• Shrewd board room operator. You’re able to articulate complex strategy to senior business leaders (C-suite) and establish buy in to this
• Data and Customer centric mentality – it all starts with insight to inform strategy
• Experience within a management consultancy would be useful

Client interviews:

These will be handled via a series of MS Teams meets for the time being. With a view to engagement and onboarding being done remotely until the wider situation changes.

TO APPLY

You can share your Linkedin profile or email a CV across.

Or, for more information please contact me on:

Colin Doree 
Managing Consultant - Blue Pelican
01892 507122
colin@bluepelican.com 

Every application will receive a response.