AVP, Data Platform Customer Success Specialist, Customer Enablement & User Outreach, Data Platform, Group Technology

Business Function

Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage the majority of the Bank’s operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose

This role is responsible for driving customer success, user enablement, communications and engagement across the enterprise Data Platform. You will own and deliver initiatives that help users discover, understand and adopt platform capabilities through targeted outreach, customer notifications, onboarding and learning programmes, community engagement and data-driven insights. The role provides broad exposure to enterprise technology and the opportunity to apply and strengthen capabilities across customer success, technology adoption, stakeholder management, communications, analytics and programme delivery.

Responsibilities

Customer Success, Outreach & Customer Notifications

• Own and drive user outreach and engagement campaigns that increase awareness, onboarding, adoption and effective use of Data Platform capabilities.
• Manage end-to-end customer communications for platform releases, maintenance activities, service updates, operational announcements and new feature launches.
• Translate technical information into clear, concise and actionable communications tailored to different user groups.
• Partner with Product, Engineering, Operations and Support teams to ensure customer communications are accurate, timely and aligned across stakeholders.
• Manage communication calendars, outreach schedules and stakeholder engagement plans, proactively identifying opportunities to improve reach and effectiveness.

User Engagement & Adoption

• Design and drive initiatives that encourage continuous learning, platform adoption and effective use of Data Platform capabilities.
• Own or coordinate user onboarding and enablement programmes, including training sessions, workshops, office hours and learning activities.
• Build and nurture user communities through knowledge-sharing sessions, forums, roadshows, showcases and other engagement activities.
• Gather and analyse customer feedback through surveys, interviews and engagement channels to identify user needs, pain points and improvement opportunities.
• Translate user feedback and adoption insights into practical recommendations that improve customer experience and platform adoption.

Team Engagement & Communications

• Drive internal engagement initiatives that strengthen collaboration, knowledge sharing and employee experience across the Data Platform organisation.
• Plan and coordinate town halls, recognition programmes, leadership sessions and team engagement activities.
• Develop engaging presentations, newsletters, communications and digital content that keep teams informed and connected.
• Partner with leaders and cross-functional teams to deliver communication and engagement initiatives across the Data Platform organisation.

Metrics, Reporting & Insights

• Develop and maintain dashboards, reports and insights covering areas such as platform adoption, onboarding, user engagement, learning participation, customer communications, user satisfaction and team engagement.
• Analyse trends, feedback and performance data to identify gaps, opportunities and actions that improve customer experience, adoption and engagement effectiveness.
• Translate data into clear recommendations and prepare management reports and executive presentations that support decision-making.
• Define and track appropriate success measures for customer enablement and engagement initiatives, assessing effectiveness and recommending improvements where required.

Stakeholder & Project Coordination

• Partner with Product Managers, Engineering, Operations and Customer Success teams to drive product launches, adoption programmes and customer enablement initiatives.
• Independently manage programmes and workstreams from planning through execution, bringing together multiple stakeholders to deliver agreed outcomes.
• Track milestones, deliverables, dependencies, risks and actions, proactively resolving issues and following through to completion.
• Identify gaps and opportunities and recommend practical solutions that improve customer experience, operational effectiveness and platform adoption.
• Manage multiple priorities effectively in a fast-moving technology environment while maintaining quality and stakeholder alignment.

Requirements

Degree in Business, Information Systems, Marketing, Communications, Learning & Development, Technology, Data, or a related discipline.

5 to 7 years of relevant experience across Customer Success, Technology Adoption, User Enablement, Change, Programme Management, Technology Operations or Communications, with a proven ability to independently drive cross-functional initiatives from planning through execution and me

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Tagged as: Data Analysis, Project Management