Description of business unit

The Northern Ireland & Partnership Distribution business is one of the three core business divisions, bringing together all our direct to consumer businesses in Northern Ireland, and through our partnerships with the AA and Post Office.

The Products & Solutions team is a critical component of this business unit, and exists to design, build and maintain market leading products that meet the everyday banking needs of personal current account and business customers under the NI franchise. It is responsible for achieving phenomenal customer outcomes with products, services and experiences that truly meet the needs of customers, within the framework of compliance and regulation. As the focal point of a critical range of activities and fields, it is pivotal in our mission to transform the bank.

Purpose of the Role

The purpose of this role is to provide brilliant customer outcomes by supporting the Customer Experience and Service Lead, and wider partners embed customer focus and insight across all of our products, propositions and processes.

Key Accountabilities

• Working with the Customer Experience & Service Lead and the Products and Propositions team, support proposition development and lifecycle management to deliver against key strategic objectives and support the development of a customer strategy.
• By listening to the voice of customer, articulate a deep understanding of how customers behave and how they feel about our products and journeys. Establish new customer metrics where appropriate.
• Use a variety of customer insights and metrics (such as Relationship Net Promoter Score, Customer Effort Scores and complaints root cause analysis) to identify and share what's working well / customer issues with relevant partners.
• Identify and support the delivery of improvement initiatives to improve the customers experience through engagement with other partners.
• Take a lead role in co-ordinating the Customer Experience & Service Improvement Forum, working across divisions and tracking initiatives through to completion.
• Improve customer outcomes through process mapping & process improvement and support implementation from a product perspective.
• Lead the quarterly reporting for the FCA service metrics across personal and business current accounts. Support the co-ordination and delivery of activities to optimise customer experience and service metrics.
• Support the vulnerable customer (VC) agenda. Develop technical and operational measures to support and protect customers from harm including creating VC action plan, attending VC governance meetings as required and working across divisions to implement identified initiatives.
• Act as a point of contact when service issues relating to business & personal products are identified. Raise as appropriate and support through to resolution as required.
• Ensure any issues of non-compliance are reported to Governance Team/Line Manager in line with BOIUK framework and support with remediation.
• Maintain relationships and interactions with teams across the Group matrix organisation who support us in delivering products and services, including operations, digital, analytics, payments etc.
• Complete governance documents for change initiatives and support with inputs for governance / engagement sessions.

What is the opportunity ?

This is an exciting opportunity to join the Products & Solutions team who design, develop and maintain products that meet the everyday banking needs of personal and business customers within the NI franchise. You will have the opportunity to use customer insights to influence and support the delivery of enhanced customer experience.

We are offering a hybrid working model for this position with your primary office location based in Belfast.

Essential Skills & Experience

• Strong understanding and knowledge of banking regulations and governance when working in a highly regulated environment, including conduct and compliance requirements.
• Understanding of how core Bank of Ireland UK customer relationships are delivered via personal/business current accounts (including electronic banking and debit and commercial cards).
• Passionate about problem-solving with an ability to decipher analytics/insights in order to provide simple, effective solutions.
• Proven track record of planning and leading for delivery against personal and team targets.

Desirable Qualifications, Skills & Experience

• Experience working within a product team environment.
• Experience working across frontline/operational teams.
• Robust planning and interpersonal skills.
• Understanding of customer insights / customer experience frameworks and methodologies.

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Key Competencies

• Customer Focused - People Manager
• One Group, one team - People Manager
• Accountable - People Manager
• Agile - People Manager
• Manage Risk - People Manager