At AIB, our values guide how we work and how we support each other. We’re looking for someone who puts Customer First, takes initiative and Owns the Outcome, and is always looking for ways to Eliminate Complexity. You’ll treat colleagues and customers with fairness and Show Respect, and you’ll thrive in a culture built on collaboration where we Be One Team to deliver meaningful impact.
Location/Office Policy: Molesworth Street, Dublin /Hybrid
- Do you possess a strong track record in Customer Strategy and Proposition development and are looking to continue your expertise?
- Do you have in-depth experience in customer research, data and behavioural insight and want to influence strategic outcomes?
- Do you like working with cross functional teams and driving change through insight led proposition design, stakeholder management and influencing outcomes?
- Are you passionate about innovation & continuous improvement?
What is the Role:
Part of the Chief Customer Office and reporting into the Head of Customer Strategy and Propositions, the role holder will be a pivotal member of this new team. You will lead out proposition design for key deliverables that work across multiple segment areas (e.g. financial wellbeing, Rewards).
You will also work with the Head of Strategy and Propositions to support on segment specific strategies that work across many products, ensuring our work is grounded in broad customer insight, steeped in Customer First thinking and innovative ambition and strongly supported by a data centric and commercial mindset.
Key accountabilities:
- Lead, inspire, and develop a high-performing team of proposition managers and designers, and ensure team and key areas of the business are upskilled
- Lead the end-to-end design of compelling, differentiated propositions for the personal and business customer bases. These propositions can fall across all life stages and segments and directly feed into our bank purpose of empowering people to build a sustainable future. These propositions should both drive our customer first strategy and ambitions along with providing commercial value for AIB.
- Act as the voice of the customer in shaping propositions that are inclusive, accessible, and sustainable.
- Translate customer insights, market trends, and strategic priorities into actionable proposition concepts and business cases.
- Work with customers and frontline staff directly to feed into the concept development and testing process
- Drive cross-functional workshops and design sprints to ideate, test, and iterate new proposition ideas.
- Collaborate closely with key business units including, product, marketing, base management, risk, delivery teams and business and channel owners to co-create and deliver best-in-class experiences.
- Develop innovative solutions that deliver real customer value while meeting commercial and regulatory objectives.
- Build strong business cases to show that the propositions are both viable to AIB, feasible to deliver through our systems and processes, and feed into our sustainability strategy and ambition
- Define success metrics and use data to assess proposition performance and identify optimisation opportunities. Ensure an iterative approach to propositions post launch with key business owners
- Support the Head of Customer Strategy & Propositions in strategic planning, prioritisation, and stakeholder engagement.
- Be the voice of the segments for your colleagues in the strategy and propositions team, including ensuring that our propositional work covers all segment needs, and that our proposed designed are fit for the future, including talking to future mega trends.
- Act as the “innovator” inspirer of the Strategy and Propositions team by providing bi-annual reports on global innovations relevant to our work
What you will bring:
- Proven experience in customer strategy, proposition development, innovation or similar strategic roles
- Deep understanding of customer segmentation, experience design and/or behavioural insights
- Strong leadership and collaboration skills with experience working across matrixed organisations
- Skilled at managing complex stakeholder environments and influencing at all levels.
- Demonstrated ability to think strategically and deliver at pace
- Strong storytelling skills, both verbally and written
- Passion for innovation, customer-centricity, and continuous improvement
Why Work for AIB:
We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.
Some of our benefits include;
- Market leading Pension Scheme
- Healthcare Scheme
- Variable Pay
- Employee Assistance Programme
- Family leave options
- Two volunteer days per year
Please click here for further information about AIB’s PACT – Our Commitment to You.
Key Capabilities
- Customer First
- Collaborates
- Promotes innovation
- Negotiation and Influence
- Data Analysis
- Strategy Development
If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Recruiter for this role, Mia, at careers@aib.ie for a conversation.
AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie
Disclaimer:
Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.
Application deadline: Thursday 21st May
