JOB SUMMARY

Develop & Implement Personalization Strategy: Define and execute a comprehensive personalization strategy across all digital channels, driving tailored customer experiences to enhance engagement, conversion, and loyalty. Work with the hive to lead the development of personalized customer journeys and content delivery.
Customer Insights and Targeting: Develop deep understanding of customer needs and behaviours to create target audience segments for personalized experiences, lverging on data platfrm and CRMS systems to drive personalized experiences and offerings. Champion the use of data to inform personalization decisions.
Global Digital Sales Benchmarking & Best Practices: Conduct global digital sales benchmarking studies to identify industry best practices and emerging trends in personalization. Analyze competitor strategies and performance to inform the bank's personalization roadmap. Translate global insights into actionable recommendations for global strategy and local markets.
Performance Measurement & Optimization: Establish and monitor key performance indicators (KPIs) for personalization initiatives, including conversion rates, customer lifetime value, and engagement metrics. Conduct A/B testing and multivariate testing to optimize personalized experiences and maximize ROI. Provide regular performance reports and insights to stakeholders.
Drive Customer Engagement: Develop and implement strategies to enhance customer engagement across all digital channels through personalized experiences and relevant content.
Collaborate with Product Teams on Digital CVPs: Partner with product teams to define and refine digital Customer Value Propositions (CVPs) based on customer insights and personalization strategies.
Team Leadership: Encourage the adoption of digital tools and platforms to streamline sales processes and improve productivity.

RESPONSIBILITIES

Advocate and communicate Personalization Strategy to all stakeholders across the business and work across key WRB markets 
Lead the bank as the market leader and the key advocate of industry digital, mass segment and echo system related development across WRB’s key markets
Formulate and execute the strategy to make internet/mobile as key channels for sales and engagement.

Work the cross functional teams to implement digital CVPs for Deposits and Wealth Solutions initiatives.
Play a key role in driving customer acquisitions and cross selling leveraging on in house and Partners resources,. Execute business plan and sales targets via launching cross-selling and upselling offers and campaigns across digital and self-service channels.
Develop a talented, dynamic team driving Personalization 
Develop and implement DSM skill set insourcing plan

Processes
Manage all processes where Personalization Head is the identified process owner and continuously improve the operational efficiency and effectiveness of processes. In addition, ensure effective management of associated risks within the function and compliance with applicable internal policies, and external laws and regulations.  This includes activities which are carried out by other businesses or functions or which are hubbed or outsourced.

People & Talent
Provide strategic context and guidance to RB managers and ensure scope of Digital is clearly defined and communicated across the business. Set performance management standards and achieve ‘best in class’ status focus on market share.

Risk Management
Ensure a robust Risk & Control environment through establishing strong Personalization process and Partner Out sourcing controls This includes identifying key risks, issues and interdependencies ensure mitigants are in place. In addition, contribute towards positively positioning the Group with regulators. 

Regulatory & Business Conduct

Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Lead to achieve the outcomes set out in the Bank’s Conduct Principles

Key Stakeholders

Group Global Head, WS, Deposits and Mortgages and CCO
WSDM and CCO MT 
Country WRB Heads and DSM heads
DSM Domain Heads 

Other Responsibilities
Embed Here for good and Group’s brand and values in WRB; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate
Manage Conduct
Manage Risk
Business – Strategy & Business Model (SIF)
Business – Market Knowledge (SIF)
Business – Products & Processes
Business – Manage Change
Financial – Balance Sheet Management
Retail Products – CASA & Credit Cards
Retail Products – Mortgage and Personal Lending
Retail Products – Payments
Retail Products – Channel Strategy
Brand – Marketing Strategies and Channels.  

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.