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Assistant Journey Manager, Community & Social

This job is no longer available

03 September 2013
17 September 2013
This role has the option to be based in either Edinburgh or London
£Competitive plus 25% cash and benefits package

Further information

Here at the RBS Group we've a great opportunity for an Assistant Journey Manager to join the Community / Social team in our Digital Service, Digital Channel within the UK Personal Banking division. The role has the option to be based in either Edinburgh or London.

UK Personal Banking comprises of retail and commercial banking. Our commitment to Helpful Banking means we offer a full range of financial services to meet the needs of our customers, so they can manage their finances through our branches, online banking, fixed and mobile technology and one of the largest ATM networks in the UK. We're also a leading provider of financial services to our 1.1 million UK small business customers.

Our goal is to build the UK’s most Helpful and Sustainable bank. We bring this to life in digital through quality customer interactions – every time! We’ve already made a fantastic start across the Digital business.  We’ve not only introduced the UK’s leading mobile banking apps but we've also made real progress in integrating our services with frontline colleagues through multi-channel service initiatives. The Digital Service team is responsible for driving adoption and usage of online as a smart, easy way for customers to manage their finances.  The objective of the team is to use online as a key enabler to drive main banking relationships.

As Assistant Journey Manager, Community & Social you'll be responsible for supporting and delivering social customer experience journeys through all digital touch points, before, during and after using our core owned digital properties. You'll play an important role in helping to drive our customer service proposition, define, validate and test new customer experiences (based on insight, social and technology capability) that deliver new and innovative ways to interact with us. And you will work with the digital marketing teams and third party suppliers managing multiple stakeholders in order to help deliver excellent service through this channel.

To succeed as Assistant Journey Manager, Community & Social you'll have experience with digital social and community initiatives, research and strategy, with a good understanding of the capabilities and opportunities this holds and how they can support both sales and service across other channels. Naturally, you'll be passionate about customer experience, continuous improvement and with a digital focus. You'd need to have confidence in working with key stakeholders and third party suppliers at different levels. And you will have a strong appreciation of data and market trends.

In return, we offer an excellent employee salary and 25% cash and benefit funding programme which can be tailored to suit your individual needs. In addition to financial benefits, we offer a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your own work-life priorities.

Please note as part of our referencing process credit checks will be undertaken.

Did you know that RBS won a number of awards as a top employer in the UK in 2012? Best Business Awards 'Best Employer', Business In The Community Top 10 'Ethnic Equality’ & ‘Gender’, Working Families 'Top 10 Employer', Top Employer 'Employee Engagement’, The Times Top 50 ‘Where Women Want to Work’, The Times Top 100 'Graduate Employers’, and The Sunday Times 100 ‘Best Companies to Work For’.


We’re working together to become one of the world’s most admired, valuable and stable banks. We’re doing this by serving our customers; offering them financial products that meet their needs and ensuring our lending