Description:
Our Products & Channels CIO mission is clear: combine engineering excellence, top-tier delivery practices, and outstanding service design to create superb products and services. We're on a journey to become the UK's best digital bank, focusing on digital customer journeys, engineering excellence, and empowering our people.
The Product & Channels (P&C) team leads client-facing apps and web services, including the migration to a single V-App. We're transforming to enhance collaboration, encourage curiosity, and streamline operations for exceptional customer experiences. With a purpose-driven approach, we're making money happier for our customers, ensuring better security, stability, and performance.
As such, our Head of Digital Monitoring and Analytics plays a vital role in leading the development and execution of digital operational analysis for Products & Channels, with a focus on creating dashboards, identifying journey performance, and promoting engineering excellence. You’ll be essential in supporting data-driven decision-making across P&C and fostering a culture of continuous improvement and innovation within our teams.
What You’ll Be Doing…
- Lead the development and execution of digital operational analysis for Products and Channels, focusing on the creation of dashboards, identification of journey performance, proactive detection of issues and incidents, and promoting engineering excellence.
- Work with the Head of Tech Controls to create a comprehensive dashboard of all control issues, including incidents, with a central team to govern and monitor.
- Support the creation of engineering excellence dashboards to measure the success of engineering excellence initiatives, such as code quality, deployment frequency, and defect rates.
- Collaborate with relevant stakeholders to design and develop metrics to evaluate the performance of banking products, services, and channels.
- Proactively identify deviations in tolerance levels resulting in failures, broken journeys, increased call volumes, and fallout rates.
- Establish a consistent evaluation process for promptly identifying and addressing broken journeys.
- Define a priority-based roadmap for digital delivery and detail milestones in rollout plan across teams.
- Communicate insights and recommendations to stakeholders and LT, supporting data-driven decision-making across the organization.
- Foster a culture of continuous improvement and innovation within the Digital Monitoring & Analytics team.
- Build a team to meet the necessary demand to support Operational Analysis.
- Effectively manage the costs associated with the delivery and maintenance of technical solutions aligned to value creation.
We need you to have…
- Proven experience of leading dashboard creation and analysis.
- Experience with data management and analytics platforms
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Experience in using statistical analysis and data visualization tools such as Power BI.
- Experience in developing and implementing performance measurement frameworks.
- Strong project management skills with the ability to lead initiatives from concept to implementation.
- Familiarity with Agile project management methodology.
- Excellent communication skills to convey complex information to non-technical stakeholders.
- Experience in preparing and delivering presentations to senior management.
- Proven leadership skills with experience in managing and developing a team of data analysts and specialists.