Partnership Manager, Manage My Banking

Join us as a Partnership Manager in the Current Account team within Manage My Banking

• This role will manage third‑party suppliers delivering customer benefits, driving performance, value, and compliance across multiple partnerships
• This will also help deliver on our ambitions to build and run the digital bank of the future
• You’ll continually identify opportunities to digitise, improve and manage the customer journey to deliver increased value and an effortless customer experience
• It's an opportunity to be at the heart of changing our customers' experiences, and how they bank with us both now and in the future
• This is a remote-first role, so you’ll spend most of your time at home, working with your team digitally and coming into the office at least twice a month when you need to collaborate closely with your colleagues

What you'll do

As our Partnership Manager, you’ll deliver a prioritised journey backlog to improve the end-to-end customer journey, including identifying opportunities and providing your expertise. Working in sprints as part of a self-organising team, you'll make sure that we place the customer at the heart of everything we do, while retaining a commercial drive. To do that you'll build an understanding of, and anticipate their needs, and you'll gather early feedback on what will deliver value.

Day-to-day, you’ll be:

• Managing a portfolio of external suppliers delivering customer benefits, ensuring strong performance, value delivery and alignment to contractual SLAs and customer outcomes
• Building and maintaining strong cross-functional relationships across Product, Operations, Risk, and Supply Chain to deliver integrated customer and business outcomes
• Delivering, consolidating and automating all business performance and proposition activities that keep the customer journey running effortlessly
• Monitoring competitor activity across the journey portfolio and actively identifying responses to market changes
• Managing incidents effectively and looking for opportunities to increase resilience within the customer journey and supplier
• Making empowered decisions to deliver the prioritised digital journey backlog

The skills you'll need

We’re looking for someone who can put the customer at the heart of what they do and deliver great customer value. You’ll have expertise in supplier management, product proposition and process design, change delivery, and customer experience design and you'll have good knowledge of critical Agile capabilities and ways of working. Knowledge of current accounts would be beneficial.

We’ll also expect:

• Expert knowledge in external supplier and product management including performance oversight, SLAs and relationship management
• Expert knowledge of commercial management and analytics, tracking benefit usage, cost and revenue across multiple partners
• Experience of driving and delivering innovative ideas, looking at harnessing digital and technological advances that truly benefit our customers
• The ability to identify and envision what the future of digital banking could look like
• A proven ability to adapt to quickly changing environments
• A talented communicator who can inspire and engage both customers and colleagues
• Experience of change management to deliver complex programmes through robust governance, engaging with a wide range of stakeholders