Manager, 121 Customer Contact Modelling (TSB/1017/106911)

  • TSB
  • Bristol, City of Bristol, UK
  • Nov 05, 2017
Full time Banking Finance

Job Description

Hello, we're TSB, and we're different from other banks.

We don't do investment banking, overseas speculation or big corporate finance. We just serve individuals and local business customers - we call it "local banking".

Responsible for the design, development, monitoring and continous improvement of TSB's Customer & Prospect Contact Models, and the Optimisation of TSB's omni-channel 121 Customer Contact activity.
Working as part of the team designing and then delivering action-orientated 121 customer insights, across human, paper and digital channels, inbound and outbound, the role-holder will be responsible for leading the Modelling and Optimisation function using advanced modelling techniques and a wealth of practical experience - while providing a general statistical reference point to the wider team.
Their goal will be to ensure that the organisation can derive competitive advantage from its customer and prospect contacts, that customers receive great 121 contact experiences that drive satisfaction and advocacy of TSB, and TSB becomes more attractive to prospects.

•Carry out all activities with TSB's Core Values front of mind, in a compliant way, and in a way that drives satisfaction and advocacy among our customers, and TSB's reputation among prospects.
•Design, develop and continually improve 121 customer contact models, optimising responses while ensuring the customer is at the centre of contact and contact processes within the 121 Customer Contact environment.
•Manage the regular operational model-scoring of the models, including management of SLAs, stakeholders across multiple Business Units, etc
•Design, develop and continually improve 121 Customer Contact Optimisation in an omni-channel 121 environment with one of the widest ranges of channels in the world
•Researching across the market and industry, develop proposals as appropriate for new sources of data and new ways of leveraging our existing data - both for our customers and prospects
•Researching across the market, industry and academia, employ the latest techniques re: modelling and optimisation design and deployment - as well as developing your own innovative techniques and approaches
•Work with the 121 R&D function to design models for use in new emerging 121 channels - ensuring their successful deployment in tests, pilots and any subsequent promotion to business-as-usual operational capability.
•Develop, drive and champion the leveraging of Customer and Product insights within other types of Predictive and Deterministic Models across the organisation such as Resource and Capacity Models, Econometric Models, Finance NPVs, etc
•Actively develops and maintains relationships with team members, colleagues, suppliers and line management to obtain / exchange information, identify and implement best practices, ascertain colleague's future requirements, develop strategies and plans - ensuring communications and tailored to the audience, and simplified as appropriate

•Proven experience of leading a 121 Customer Contact Modelling & Optimisation function in a complex omni-channel environment - including (but not restricted to):
oDeveloping plans, business cases, recommending value-adding changes to the organisations modelling and optimisation capability;
oStrong ability to present complex analytics in an easy-to-digest way - communicating to others such that they understand the story and implications of the insights, and influence them to take logical decisions based on them
oInspiring and developing others in the team and helping them perform and achieve their potential
oTrack record of being able to build trust and maintain strong working relationships across business functions and with line management
•Qualification (or experience to degree standard) in Statistics, Mathematics or Operational research
•Excellent Technical skills - fluent in SAS (including macros) and SQL - experience of other scripting and statistical packages such as R and Python and exposure to Visualisation Software along with other Big Data and NOSQL Technologies.
•Demonstrable hands on experience of developing and implementing models using a wide variety of statistical and machine learning techniques including Regression, Decision Trees, Neural Networks, NLP, Segmentation, Ensemble Models, Association Analysis, Anomaly Detection and Recommender Systems
•Knowledge of the financial services industry is could be an advantage


Achieving TSB's vision of being different from day one, bringing greater competition and local banking back to the High Street is dependent on our colleagues demonstrating our core values. We will assess and hire individuals who demonstrate and support these values which can be found on our TSB careers site.

Job Category:
Customer Value Management