Job Summary

Reporting into the Head of Global Digital Adoption and matrix reporting into a team lead, the Director of Digital Adoption will be responsible for supporting the development of and driving the execution of experience strategies relating to the Straight2Bank mobile app and any other products that can materially impact our digital business goals through the client lifecycle framework from prospecting through portfolio management of platform activity.

You will need to be curious about what are the levers to activate clients’ interest, create advocacy campaigns and/or B2B/ B2B2C toolkits via customised and omni-channel approaches into driving client awareness, usage and eventual mastery.

You will also need to be comfortable with numbers, data and their relation to the business goals, be able to question, make sense of the data and insights, create action plans and methodically manage the end-to-end delivery of these plans.

Strategy

• The global digital adoption team is responsible for shaping the go-to-market adoption strategy for digital platforms, features, solutions for DCDA, CCIB at Standard Chartered Bank. We support CCIB’s strategy in growing and deepening client engagement at Group and Country level to achieve strong business outcomes.
• This role will support the delivery of growth programs that will include, but is not limited to, in-depth analysis of qualitative and quantitative research, targeted client messaging across execution touchpoints and ensuring the implementation of iterative campaign learnings, as well as test and learn initiatives.
• The incumbent will need to be curious about how to grow clients’ adoption of our products and services and create campaigns and/or B2B/ B2B2C toolkits around a customised and data-backed approach in building client awareness, usage and eventual mastery.

Key Responsibilities

• With experience in driving global or regional adoption of digital products, platforms, the incumbent will need to be comfortable with numbers, data and their relation to the business goals, be able to question and make sense of the data and insights, and create action plans as well as the end-to-end delivery of these plans.

Processes

• Stakeholder collaboration and management across internal functions from design, client insights, product owners to content/ marketing teams will be critical for success in this role.
• Support and execute value creation of digital capabilities from a global perspective and taking these to the regions and markets, driving adoption, realising benefits in revenue growth and optimise client satisfaction
• Support digital adoption of the flagship platforms, services and features across Cash, Trade and Financial Management teams, with ongoing refinement of performance optimisation and roadmap to map path to business targets and outcomes.

People & Talent

• Help build the appropriate culture and values. Set appropriate tone and expectations amongst colleagues and work in collaboration with risk and control partners.
• Contribute to a culture of collaboration, especially with the business lines as internal customers and with a view to increasing ultimate customer satisfaction and NPS.
• Ensure active communication of vision, priorities and progress to the business to foster engagement, awareness and motivation.

Skills and Experience

• Adherence to all Group Policies and relevant legislation covering credit, operational, reputational risk among others.
• Commitment and adherence to Group Code of Conduct
• Ensure product development aligns to internal governance frameworks that sets out the requirements for the design, implementation, and maintenance of data solutions.
• Where material changes are made to existing data solutions, ensure compliance to process change impact assessment and technology change impact assessments are completed.

Governance

• Contributes to the assessment of the Group’s arrangements to deliver effective governance, oversight, and controls in the business and, if necessary, oversee changes in these areas
• Awareness and understanding of the regulatory framework, in which the Group operates, and the regulatory requirements and expectations relevant to the role.
• Willingness to ‘speak up’ in the event of any realized or perceived breach of group conduct rules or laws by colleagues.
• Willingness to work with any local regulators in an open and cooperative manner.

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.

Key stakeholders

• Group and in-country business heads & teams
• CCIB function heads & teams
• Group and in-country DCDA heads & teams
• Group and in-country business teams
• Group and in-country Brand & marketing teams
• Data & Analytics teams
• Group Process, Risk, CFCC, Legal, Compliance, Governance, Tech teams

Our Ideal Candidate

• Degree holder or higher
• 12+ years’ experience: Experienced with Lifecyle marketing within the banking/ consumer finances/ FMCG, tech space, particularly in marketing and sales efforts across channels, apps, platforms and devices
• Experience in areas of driving regional or global commercialisation of digital products and platforms, content, channels, e-commerce or other mobile-focused businesses
• Corporate, institutional banking experience: in a product, campaign or project management role with track record of operating within and leading cross-functional teams or taskforces including legal, marketing, data teams
• Working knowledge of digital marketing, analytics and experience in implementing digital initiatives

Role Specific Technical competencies

• Web analytics – familiarity with Youtube, Google Analytics, Adobe Analytics, social listening tools, Meta insights
• SEO/ SEM, SEO-friendly content creation, link-building
• CRM (Salesforce, Microsoft Dynamic)
• Microsoft Excel

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.