Senior Customer Value Manager: Customer Experience and Service Efficiency - Help me Borrow

Location Hybrid role Edinburgh, Glasgow, or Newcastle

Excellent Salary & Benefits

What you’ll bring

We’re embracing an agile way of working; this Senior Customer Value Manager role is one of a number of newly created roles. This specific role will sit in the Help Me Borrow Value Stream, in the Customer Management team and will focus on developing & Implementing strategies to deliver the best customer experience for our customers.

You’ll be working with all business areas that impact customer experience, (e.g. Customer Service, CX, Financial Crime, Payments) and balancing this with servicing customers in the most efficient way. This will include things such as digital adoption, enhancing and improving digital services, paperless, and reducing failure demand.

You’ll have responsibility for delivering across commercial, customer, conduct/compliance and delivery to achieve agreed outcomes. Join us on this exciting journey and bring your talent, expertise, and skills to join our existing colleagues and make a difference to our customers, communities, and planet.

We are looking for successful candidates to lead and inspire cross function teams to deliver value for Tesco customers, Tesco Bank and Tesco Group in line with vision and outcomes by ‘Helping our customers manage their money a little better every day’. In this role they will support their business head to deliver the Bank’s Strategy and outcomes by delivering their part of the agreed commercial, operational and customer outcomes (OKRs) and ensuring that backlogs and roadmaps to drive improvements are prioritised accordingly

You will be able to:

• Apply a Strategic Mindset: Sees ahead to future possibilities and translates them into strategies. Clearly identifies and prioritises efforts and initiatives to have the greatest strategic impact on the organisation.
• Use their experience in banking: Either in developing new Propositions, driving customer acquisition, or optimising customer management of existing customers to identify opportunities and define appropriate business strategies
• Use their experience of working in an agile manner and organising teams around customer value.
• Be a strong team leader and cultural ambassador for change and improvement and be a role model for bringing to life Agile ways of working empowering my team to take responsibility for and owning delivery of the plan.
• Use their experience of using customer and market analysis to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.
• Work at an advanced level to prioritise components of a project, program, or portfolio work in context with risks, activities, stakeholders, etc. across the life of the project or program.
• Work with full competence to identify, acquire, and manage the resources required to deliver business outcomes.

The Role

• Monitor aspects of a product life cycle, including long- and short- term development and marketing. Perform analyses to stay abreast of trends in the marketplace to ensure the product's competitive position.
• Monitor and review performance and behaviours within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.
• Review the backlog of work for a medium sized project and reprioritize the work and the deployment of project resources to reduce costs and increase the value of the work delivered to the business.
• Work with release train engineer to plan and replan software releases for medium projects as they are produced to ensure timely updates and to deliver the planned benefits as early as possible in the project or program
• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance
• Communicate action plans; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.
• Develop straightforward business cases or lead feasibility and assessment work for proposed and current projects to support the development and continuous review of business cases.
• Contribute to the development of annual and longer-term business plans; forecast performance against business key performance indicators; develop business cases for key activities/projects; and estimate the financial and human resources required to deliver performance targets.
• Collaborate with others working within established operational systems.
• Manage commercial results by analysing customer and market trends, monitoring financial results, adjusting plan as necessary, and optimizing use of resources.
• Defines, delivers, and adapts specialised financial products to meet customer needs by selecting the best possible approaches available within established systems.