Head Of Digital Experience Secure Channels (Coutts)

AMS is the world's leading provider of Talent Acquisition and Management Services. Our contingent Workforce Solutions (CWS) service partner with NatWest to support contingent recruitment processes. On behalf of NatWest, we are looking for a Head of Digital Experience Secure Channels for a 12 month contract based in their London Offices.

NatWest is a major UK retail bank, providing every day banking services to over 17 million retail customers. The banks expertise and services span across Business Services, Corporate banking, Wealth Management, Group Functions, Retail and Investment Banking.

Join us at Coutts as Head of Digital Experience, Secure Channels

• In this role, you'll be a highly visible and valued member of the Digital, Experience and Design Leadership team
• You'll lead the Digital Product team responsible for the Coutts mobile apps and online banking platforms within Private Banking & Wealth Management
• You'll shape our Digital Experience strategy, combining the enduring value of personal relationships with the sophistication of world-class digital banking

What you'll do:

As Head of Digital Experience for Secure Channels, you'll proactively engage and influence stakeholders to ensure the successful implementation of the Channels' strategic plan, technology transformation, and associated change initiatives. You'll deliver value and business outcomes while managing related risks, prioritising incoming channel development requests and championing an incremental delivery approach focussed on iterative improvements that create real value. You'll work closely with P&L owners to prioritise and deliver changes aligned with the Digital Experience strategy, as well as the broader goals and brand strategy of Private Banking & Wealth Management, securing support and coordinating co-approval from relevant business, P&L, and risk owners as necessary.

You'll also act as the business owner for our secure digital channels such as the Coutts iOS app, working in partnership with the technology owner to monitor and manage application health across performance, security, accessibility, and resilience. Supported by a team of Digital Product Managers, you'll ensure the digital experience meets the high expectations of our high-net-worth (HNW) clients. While this is a strategic leadership role, you'll be accountable for protecting and enhancing Coutts' digital experience by ensuring the fundamentals are delivered consistently and differentiating in ways that truly matter to HNW clients. You'll also take accountability for key operational decisions, such as go-live approvals, outage management, disaster recovery reviews, and stakeholder resolution, to ensure a consistent, coherent, and high-quality digital experience.

In addition:

• Leading a small, empowered team of specialised Digital Product Managers, with full accountability for delivery and outcomes
• Promoting the digital agenda internally and externally, increasing advocacy, securing strong Executive support for digital investment, preparing presentations, and driving client adoption and engagement
• Supporting the Private Banking & Wealth Management strategy and the One Bank approach by leveraging relevant innovations across NatWest Group franchises
• Ensuring that processes and governance are in place to manage day-to-day activities and support the resilience and stability of the platform, including incident management
• Identifying, owning, and managing all risks associated with the Secure Channels
• Collaborating with Digital X to align service management with service operation
• Recruiting, managing, and developing your team, while building capability and succession plans

The skills you'll need:

We're looking for someone with a strategic mindset and the ability to translate customer needs into clear business requirements. You'll also need to think strategically and simplify complex and conflicting tasks, making sure that these are effectively managed, prioritised, and communicated. Moreover, you'll represent the business as a credible peer to engineering across delivery and live service, engaging deeply on architecture, delivery, release management, resilience, and security.

Success in this role requires strong senior and executive stakeholder management skills, enabling you to influence a wide range of strategic, operational, and delivery stakeholders. You'll also need to have deep knowledge of the current digital and technology landscape and the ability to identify and prioritise the future needs of Private Banking & Wealth Management clients, ensuring investments are focussed where they matter most. If you're passionate about leading a team to deliver world-class digital experiences that redefine private banking for an elite clientele, this role offers a rare opportunity to make a lasting impact at Coutts.

In addition, you'll need:

• Confidence in preparing and delivering high-quality presentations and written communications to large audiences
• A strong understanding of HNW clients and how they can be served digitally
• Knowledge of best-practice continuous improvement initiatives from peer organisations
• Proven experience in managing and developing a team

Next steps

With an inclusive culture, excellent learning and development, and focus on wellbeing, there are plenty of reasons why NatWest is a great place to work in a temporary job. And you'll be helping to build a sustainable bank, committed to helping people, families, and businesses to thrive.

We will only accept workers operating via an Umbrella or PAYE engagement model.

If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and we will contact you with an update in due course.AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business