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Jobs At Hodge
Closing Date:
26th of March 2021
Contract Details:
Working Hours:

Customer Proposition Development Lead

Salary: Competitive

This role presents an exciting opportunity for an experienced and customer-focussed product, proposition and/or design specialist to play a major role in shaping and executing Hodge’s customer value proposition. Taking ownership of a specific target customer segment, this role will be responsible for identifying opportunities, developing ideas from concept to reality and delivering against a roadmap of insight-led improvement initiatives to enhance the customer offer and build loyalty in support of the bank’s ambitious growth plans. Maintaining stakeholder engagement through the proposition development journey is critical to this role, so the ability to create continued buy-in through motivational storytelling, influencing and strong leadership is highly important.

This role is central to Hodge fulfilling its purpose of opening up possibilities in the moments that matter and will play a key part in helping the business to become a truly stand out brand within the retail banking sector. To make this role a success, genuine empathy and passion for the customer, an inquisitive mind and strong commercial acumen are essential.

Role responsibilities:

  • Work closely with data and research teams to develop and embed within the business an unrivalled understanding of the customer segment you are allocated, specifically their goals, attitudes, behaviours, motivations and frustrations
  • Develop a strong understanding of business objectives and strategies, supporting stakeholders in shaping plans and ensuring they remain focussed on the customer
  • Use customer understanding to identify core insights and translate them into potential opportunities to enhance customer value and drive business growth
  • Lead business and external partner collaboration to develop ideas that capitalise upon the opportunity identified, using prototypes and engaging content to achieve customer and business buy-in
  • Design and run tests in collaboration with the research team to assess the appeal, customer fit and sales potential of ideas
  • Lead commercial business case development, owning opportunity sizing and collaborating with all parts of the business to outline the desirability, feasibility and viability of proposed solutions
  • Support the development and delivery of solutions to market, ensuring customer insight fuels each design decision and solutions meet expectations for both the customer and business
  • Own the opportunity roadmap for your allocated customer segment, continually updating and prioritising based on emerging insights
  • Regularly engage and present to key stakeholders to influence business change roadmaps, outlining emerging audience insights, opportunities and threats
  • Build strong relationships with stakeholders, actively promoting the discipline of proposition development and supporting the adoption of customer-centric design

We are looking for enthusiastic, creative and self-motivated individuals, especially those with a strong understand of innovation and design processes. Experience working in a customer-centric role – such as product, proposition, customer experience, insight or service design – is critical, as is a track record of working in collaboratively with multiple teams to deliver against key business objectives. Experience working in financial services and with external research and design agencies would be advantageous.

To be successful in this role you will need to be empathetic and curious, with an ability to translate key insights into business opportunities. Excellent stakeholder management skills are crucial, and you will be a strong and concise communicator. Moreover, you will need to be proactive, flexible and willing to challenge the status quo, supporting an ambitious team in helping the business deliver its strategic objectives.