Head of Personal Customer Growth - #195446

Job Description

Your Career, Your Danske Bank……..You’re Danske Bank

Your role:

Head of Personal Customer Growth

Please note that we are unable to provide visa sponsorship for this role. Applicants must already have the legal right to work in the UK. Relocation assistance is not available, and any costs associated with relocating will be the responsibility of the successful candidate.

Why you’ll want to work with us:

At Danske Bank, we’re driven by a clear purpose: to help customers, colleagues, and society thrive. We believe that what we do genuinely makes a positive difference and that our culture and ways of working create a unique place to grow your career. This includes investing in our people’s personal growth and wellbeing to ensure everyone feels that they belong and are set up for success.

You don’t have to just take our word for it - we are very proud of our external recognition which includes being rated by Best Companies as a 3-star World Class Organisation to work for, as a Top 10 Best Company to Work for in the UK and as #1 in the UK Financial Services sector and #1 in Northern Ireland!

We value diversity in its broadest sense which we know makes us stronger as a business and invites all colleagues to bring their whole selves to work. Our Diversity and Inclusion Strategy is central to our purpose and shows up in how we work every day.

Driving sustainability is a key strategic priority for us. We’d proud to have achieved the highest level in the Northern Ireland Environmental Benchmarking Survey by Business in the Community (BITC) for the seventh consecutive year.

We’re passionate about giving back to the communities in which we live and work. There are lots of ways you can get involved, such as fundraising for our charity partner (Include Youth), visiting schools to teach young people about money and budgeting, volunteering with a local food bank, planting trees, and so much more.

So, if you share our values and enthusiasm and all of what we stand for resonates with you, then you will find a home at Danske Bank.

Your benefits:

There’s much more to working at Danske Bank than just a salary but for this role we are offering a competitive salary with a car allowance/car option in addition.

We want to be a workplace in which our colleagues can succeed and feel empowered through all stages of their career and life. We also offer an attractive range of flexible benefits centred on wellness, financial, psychological, physical and social. Everyone’s circumstances are different, and our benefits can be tailored to your needs. For example, if you want to buy more holidays or need to avail of medical treatment, then we have a range of benefits for you. And if you want to make your money, go further, our Danske Discounts offering is just for you. With non-stop discounts, this is the perfect perk for all colleagues. If the gym is of interest to you can also avail of savings on gym membership.

The Role:

As Head of Personal Customer Growth, you will be a key member of the Personal Banking Leadership Team with specific responsibility for Personal Customer growth, ensuring delivery of good outcomes in all aspects of their banking relationships with us. You’ll use data insights and market understanding to develop customer-led growth strategies, drive targeted engagement and deliver commercial outcomes.

If you’re excited by the opportunity to shape customer growth at scale, this role gives you the platform to make a real impact. As Head of Personal Customer Growth, you’ll influence the future direction of Personal Banking, use data and insight to unlock new opportunities, and work with talented teams across the Bank to create better, more personalised experiences for customers, while building your career in one of Northern Ireland’s most highly regarded employers.

Key responsibilities:

• You will influence our customer strategy for personal banking customers, developing segment-specific approaches that align to the customer lifecycle, proposition and changing customer needs.
• You’ll be responsible for driving the Personal Banking commercial agenda, continuously monitoring performance against strategic objectives & goals, adapting priorities and activity to maximise customer and commercial outcomes.
• Working closely with several key stakeholders and departments including Data & Analytics , Commercial Development, Marketing, Communications and Product teams, you will lead the ongoing development of customer segmentation, propensity modelling and cohort tracking to identify opportunities, risks and trends.
• Lead the development and execution of Personal Banking's evolving customer segmentation strategy, ensuring segmentation capabilities continue to mature and support more targeted, personalised and effective customer propositions and engagement approaches
• You will translate data-led insight into targeted customer engagement, outreach campaigns and onboarding journeys across products and services including Personal Current Accounts, savings, consumer finance, mortgages, private banking and digital banking.
• You will drive customer acquisition, activation and growth in a competitive market, responding quickly to market dynamics and customer needs through timely, relevant campaigns and event-triggered propositions.
• You will enable more personalised banking at scale by using insight into customer needs, behaviours and spending patterns to deliver relevant, value-adding experiences.
• You will maintain a strong understanding of the Personal Banking market, industry trends and competitor activity, using this insight to inform priorities and propositions.
• You will own performance monitoring for customer growth activity, measuring lead generation, campaign effectiveness and commercial outcomes, and adapting priorities to maximise impact.
• You will provide leadership and direction on the delivery of commercial targets, ensuring colleagues have the insight, tools and levers needed to influence customer behaviour and achieve business goals.
  
  

What Skills And Experience You Need

To be successful in this role you will be customer-obsessed, commercially astute and highly analytical with the ability to bring data insights to life and communicate with influence across a wide range of stakeholders.

Essential skills & experience:

• Significant experience in retail banking or a customer-led, regulated environment, with a strong understanding of personal banking products and customer needs
• Proven track record of delivering sustainable customer growth and improved commercial outcomes, including acquisition, retention and product penetration
• Experience leading cross-functional initiatives, and executing multiple campaigns, working closely with multiple functions to deliver end-to-end customer centric solution, measuring impact and pivoting approaches
• Demonstrable experience in building and embedding data-led growth strategies, including segmentation, targeting and performance tracking frameworks
• Strong understanding of regulatory expectations and customer fairness principles, with the ability to balance growth ambitions with good customer outcomes
• Evidence of operating in a fast-paced, complex environment, with the ability to adapt quickly to changing customer needs and market conditions
• Track record of delivering high levels of customer satisfaction, advocacy and engagement, in line with best-in-class customer experience standards
• Demonstratable experience in leading, communicating with & influencing diverse cohorts of colleagues across multiple locations including peer SME’s, Executive committee & Board of Directors
  
  

How We Work

Our belief is that we are “Better when Together” and want to balance the benefits of teaming up in person with flexible working where possible. We will be supportive and flexible to your circumstances, so for roles that offer a hybrid option we ask colleagues to attend their base location a minimum of 3 days a week so they can connect, collaborate and learn together. The other 2 days can be worked either from home or another bank location. Some of our roles are customer facing which means that it’s really important to be able to work with customers face to face and hybrid working isn’t appropriate.

If this sounds good to you, we’d love to hear from you. Apply by uploading your CV ensuring you have included enough detail to clearly demonstrate how you meet our criteria.

Good luck!

If you have a disability, long term health condition or additional need that requires accommodation or adjustments during any stage of the recruitment process, please advise us of this on your CV & a member of the team will be in touch to discuss!

Each one of us is different, and at Danske Bank we value and respect individual differences. Danske Bank is proud to be an equal opportunity workplace. That means that, as a committed equal opportunities employer, we welcome applications from all suitably qualified candidates regardless of (but not limited to); gender, ethnicity, background, nationality, generation, age, working style, religious background, sexual orientation, gender identity, gender expression and cognitive diversity, including neurodiversity.

About Us

Danske Bank is the trading name of Northern Bank Ltd, one of the largest banks in Northern Ireland and an autonomous subsidiary of Danske Bank Group. We’ve been helping people and businesses achieve their ambitions for over 200 years. Today, we serve the needs of our personal and business customers through our branches, our regional business centres, telephone banking and a wide range of digital banking channels.

We want to be the best bank in Northern Ireland for our customers, colleagues, partners and society. You can read more about our approach to Social Responsibility here. We’re different to other banks – we have a European flavour but we’re proudly local and our CEO is based here. We have the strength of an international parent, combined with our local presence, decision-making and expertise.