Job Title

Data Team Lead, Product Communications

Ref #

7710

Location

Edinburgh

Department

Conduct & Customer Outcomes

Business Area

Banking and Group Propositions

Working time

Full-Time

Date Published

24-11-2022

Advert closes 05/12/2022

Job Summary:

You will lead a team of specialist analysts to apply behavioural science and industry best practice in designing and deploying compliant, customer-centric outbound customer contact campaigns, journeys and trigger activity.

In the role you are accountable for:

Embedding a strong and consistent control framework for Customer Campaigns in order to mitigate the risk involved with delivery of regulatory and servicing communications.

Championing an environment of test and learn, continually seeking improvements to ways of working and using post campaign analysis to shape the development of future communications.

Championing Digital First communications to align with Customer Communication best practice and optimising BAU and project spend.

Manage the Customer Communication data team resource plan, scheduling new and recurring campaign work, liaising with stakeholders to plan effectively and avoid customer contact conflict. Playing an active leadership role across Product Communications with accountability for managing priorities and resources for Product Comms delivery.

Leading your team to deliver an enhanced Communications data service including data selections, HTML email and SMS builds, deployment delivery and post campaign analysis.

Support the implementation and utilisation of a new campaign management tool and ensure that our requirements have been identified so that the new CRM tool is used to its maximum potential and in the most effective way to support short, medium and long term customer contact strategies.

Ensure the customer is accurately represented, correctly targeted and relevantly communicated with across all communication types and touchpoints.

Make selection and campaign recommendations to meet stakeholder requirements whilst overlaying the most relevant analysis to drive the best customer outcomes.

Create and maintain a Customer Comms data KPI dashboard measuring performance versus targets. Evaluate the performance of individual campaigns making recommendations for improvements and optimise performance.

Experience required:

Experience of leading technical experts.

Experience of developing and delivering plans in challenging, resource constrained environments.

Strongly numerate.

Good communicator with ability to explain technical concepts to non-technical audiences.

Direct analysts to deliver multi-channel customer communications, make data selections and carry out analysis using various data techniques.

Strong stakeholder management and communication skills with an ability to influence at executive level.

Lead team development and talent management.

Proficient in SAS and Excel.

Proficient in HTML.

Coaching analysts in all campaign management systems and software.

Skilled in CRM platform use.

#LI-KS1

After 3 months in role, we provide you with a Colleague Clubcard giving you 10% off your shopping in Tesco Stores. Plus 15% off during pay weekend and 20% of F&F all year round. Pension contributions will be matched on a 1:1 basis. You can save anything from 4% of your pay which will be matched by Tesco Bank up to 7.5%. Unlock a variety of rewards and discounts as you achieve your health and wellbeing goals with Vitality.

At Tesco Bank everyone is welcome, we value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger in achieving our goals. It’s important to us that we make sure you’re supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself. The people make Tesco Bank, and we take pride in what we achieve together.

We’re also a little obsessed with the future. Your future. Our future. That’s why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to LinkedIn Learning and Abstract, from day one.

All that hard work? Come and see it turned into something real, usable, and important to customers’ and colleagues’ everyday lives. At Tesco Bank, our products make things a little better for everyone.

The Tesco name comes with a dedication to customer service excellence, but Tesco Bank offers something more: a fresh approach to finance. While it’s an innovation, ours is a business built on the next development, the evolution to come. For forward-thinking, technical professionals, that means making a wide-ranging and long-lasting impact in an organisation that’s changing the face of banking for our customers.