Head, Client Engagement Journey

Job description

Job ID: 21454

Location: Singapore, SG

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Hybrid Working

Opening date: 25 Feb 2025

JOB SUMMARY

• We are seeking an accomplished and visionary professional to join our team as the Head, Engagement Journeys & Experience Delivery for our Wealth & Retail Banking.
  
  The role is responsible for leading the vision, strategy and execution of Client Engagement Journeys and uplifting experiences across digital assets (Mobile & Web).
  
  It will require the selected candidate to create simple, personalized, and delightful experiences underpinning innovative features across rewards / loyalty programmes, client financial health, beyond banking propositions, gamification and insights driven growth strategies.
  
  
• The role will require in-depth understanding of client behaviours, designing initiatives to enhance engagement and in return deliver sustainable growth across existing clients.
  
  The role requires close collaboration with Design, Digital Sales, Product, Segment, Marketing and Analytics teams to maximise engagement.
  
  Success in the role to be gauged in material uplift in client engagement, retention, and growth in client relationship with the bank.
  
  

RESPONSIBILITIES

Strategy & Thought Leadership

• Define and uphold a unified vision for the experience, engagement, and growth features such as rewards, gamification, loyalty and beyond banking programs ensuring it aligns with organizational goals and customer needs.
  
  
• Shape the engagement and experience roadmap and backlog, prioritizing based on business value, customer impact, and delivery feasibility.
  
  
• Develop and communicate a comprehensive growth strategy, focusing on activation, engagement, and retention.
  
  
• Build industry-leading engagement and loyalty frameworks that set benchmarks for customer satisfaction.
  
  
• Embed a culture of evidence-based decision-making, leveraging customer insights and market data to refine strategies.
  Identify growth opportunities through market analysis, customer behaviour insights, and performance metrics.
  
  

Thought Leadership & Engagement Journey

• Define the journey roadmap for personal financial management, reward, and loyalty programme, from inception and validation to delivery and iteration.
  
  Introduce gamification elements such as streaks, milestones, and badges to encourage consistent user engagement.
  
  
• Create sticky features that encourage ongoing engagement, such as personalized offers, push notifications, and contextual reminders.
  
  Design lifecycle marketing campaigns (e.g. push notifications, in-app messaging, and e-mail) to re-engage dormant users.
  
  Moreover, develop churn-prevention mechanisms by identifying early signals of disengagement and addressing them with targeted interventions.
  
  
• Act as the central point of accountability for client engagement journey and growth-related initiatives, maintaining consistency of best-in-class customer experience, transparency, and alignment with stakeholders.
  
  
• Maintain a commercial lens ensuring its performance metrics and business viability align with goals.
  
  
• Inspire and empower teams to thrive in a growth mindset, embedding trust and collaboration within the hive.
  
  
• Engage with stakeholders to maintain compliance, manage risks, and secure necessary approvals for product development.
  
  

Digital Experience (Mobile & Web) Uplift

• Lead the reimagination of mobile experience, introducing new age cutting edge features and functionalities that drive user engagement and repeat login.
  
  
• Design intuitive, client-centric mobile experience to meet the evolving needs of clients and enhance daily usage.
  
  
• Identify and integrate advanced technologies such new design patterns, AI and gamification to deliver a seamless, modern mobile app experience.
  
  
• Partner with technology, design, digital and Analytics teams to develop a roadmap for continuous app improvements.
  
  

Collaboration & Stakeholder Management

• Foster strong cross-functional collaboration with marketing teams, IT, compliance, and other relevant stakeholders to ensure successful implementation of sales and engagement initiatives.
  
  
• Act as a key liaison between the cross-sell and engagement team and senior management, providing regular updates on progress and strategic insights.
  
  

People & Talent

• Engage critical regional, global, and functional stakeholders in the delivery of the Digital Sales & Distribution agenda and ensure strong alignment and sponsorship amongst peers and leaders.
  
  
• Collaborate with the Digital Sales and Marketing centre of expertise as well as country digital heads to define capability's introduction and enhancement roadmap in line with strategies and priorities.
  
  
• Establish a performance, collaborative and customer centric culture while ensuring execution certainty.
  
  
• Strengthen talent pool to support Digital Sales and engagement agenda.
  
  

Risk Management

• Responsible for identifying, assessing, monitoring, controlling and mitigating risks to the Group.
  
  
• Create, enhance, and drive awareness and understanding of the main risks facing the Group and the role the individual plays in managing them.
  
  
• Interprets relevant data and identifies key issues based on this information and put in place appropriate controls and measures.
  
  
• Ensure activities comply with relevant compliance, and security standards.
  
  

Governance

• Responsible for assessing the effectiveness 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.
  
  
• Responsible for delivering 'effective governance'; capability to challenge fellow executives effectively; and 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

• Regional and Country Heads of CPBB (Consumer, Private and Business Banking)
• Group and Country Personal Banking teams, Affluent Banking teams, Wealth Management teams, Digital teams, and Product teams
• Group Digital Management team, CPBB
• Global Head, Digital Sales & Marketing
• Domain Leads and respective Hive Leads, CPBB
• Global Head Data and Analytics and team, CPBB
• Support Functions - Retail Operational Risk, Retail Banking CFCC, ITO, Finance, GIA etc.
  
  

Our Ideal Candidate

• 12 plus years experience in banking and client engagement.
  
  
• Experience in digital marketing, or focus on cross-sell, deepening, and traffic-driving initiatives.
  
  
• Experience in international and multicultural environment.
  
  
• Strong leadership skills with experience of managing large team in complex environment.
  
  
• Experience in interacting with diverse stakeholders including technology, risk and compliance area.
  
  
• Strong customer centric focus with decent understanding of product propositions and customer journey design.
  
  
• Demonstrated strategic thinking and strong analytical skills in combination with innovative thinking.
  
  
• Strong Communication and interpersonal skills.
  
  
• Execution focus and ability to move from details to vision
• Experience in agile delivery and design thinking methodology understanding

Role Specific Technical Competencies

• Energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
  
  
• Business leadership – able to provide digital and customer leadership and expertise to Regional and Country managers.
  
  
• Excellent people leadership and talent development skills.
  
  
• Relationship building & influencing – able to build strong relationships across internal and external stakeholders.
  
  

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.
  
  

Recruitment Assessments

Some of our roles use assessments to help us understand how suitable you are for the role you've applied to.

If you are invited to take an assessment, this is great news.

It means your application has progressed to an important stage of our recruitment process.

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Required Skill Profession

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