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An opportunity has arisen for a Head of Interactions Operations and Consent Strategy based within the Analytics & Interactions team of the Chief Customer Office.
Analytics and Interactions are the data team at the heart of the Chief Customer Office, and are committed to delivering better experience and outcomes, for customers, colleagues and our brands. We achieve this by undertaking analytics to build deep understanding of customers' experiences and needs through a combination of creative and strategic insight and use this to deliver personalised interactions; optimised advertising; improved strategy; and superior customer satisfaction.
The Head of Interactions Operations and Consent Strategy will be responsible for leading, managing and developing a diverse team of highly skilled specialists to actively develop and manage Group's data strategy for marketing consents and permissions, alongside all core operational aspects of interaction delivery including execution of mandatory & research communications & project management of wider projects across the Analytics & Interactions. Applications are sought from tenured, operational and data privacy leaders with the vision, ambition and personality to lead and shape this critical function.
We are offering an unrivalled opportunity to make a difference to the customers of the largest banking group in the UK, and to work in a fast paced, collaborative environment with unrivalled tools and capabilities.
Develop the consent strategy and manage marketing permissions for the Group to strengthen our ability to reach potential and current customers across channels.
Managing data selections and personalisation for mandatory, regulatory and other non-discretionary contact from the Chief Customer Office, ensuring activity is delivered efficiently and accurately with zero allowance for errors.
Ownership of Data Privacy risks (e.g. GDPR / e-privacy compliance), engaging with risk subject matter experts to shape risk appetite framework including escalation into Retail Risk reporting and Enterprise data to resolve issues.
Champion a strong and safe control and compliance culture and lead the Data Risk Working Group to ensure the use of data is well governed.
Establish a Project Management team responsible for defining the approach required for delivery and the co-ordination of analytical and implementation teams.
Adopt appropriate project management methods and tools whether predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
Maximise productivity across Analytics & Interactions, creating more effective and rapid ways of working, identifying areas for improvement.
Identify opportunities and champion continuous improvement.
Support simplification by prioritising and then improving processes, data structures and challenging other teams to reduce unnecessary complexity.
Develop a high performing team, using coaching, performance management and demonstrating LBG values to create a meritocratic culture that rewards and encourages growth and personal accountability.
Promote a positive culture across Analytics & Interactions with a focus on colleague wellbeing by listening to colleagues, understanding any emerging issues and identifying actions to increase colleague engagement.
Experience in establishing or overseeing an operations teams and implementing data governance and risk management initiatives in complex organisations
Confident, adaptable, authoritative communicator with ability to thrive in collaboration across the business and diverse range of stakeholders.
Ability to positively influence and develop colleagues, leading by example in demonstrating core LBG values / behaviours, managing performance and engaging colleagues.
Ability to effectively communicate complex ideas, proposals, issues and implications to a range of business partners, in a concise and compelling way with a strong analytical foundation to underpin the narrative.
Strong commercial awareness with extensive experience leading at a strategic level to drive and deliver desired change and innovation.
Practical and solution oriented to ensure delivery of key priorities while enabling the team to evolve and reshape delivery capability and quality.