Head of Digital Experience Secure Channels

Salary: £63,000 - 103,000 per year

Requirements:

• We need someone with a strategic mindset and the ability to translate customer needs into clear business requirements.
• We need someone who can think strategically and simplify complex and conflicting tasks, ensuring they are effectively managed, prioritised, and communicated.
• We need someone who can represent the business as a credible peer to engineering across delivery and live service, with deep engagement in architecture, delivery, release management, resilience, and security.
• We need strong senior and executive stakeholder management skills to influence strategic, operational, and delivery stakeholders.
• We need deep knowledge of the current digital and technology landscape.
• We need the ability to identify and prioritise the future needs of Private Banking & Wealth Management clients.
• We need confidence in preparing and delivering high-quality presentations and written communications to large audiences.
• We need a strong understanding of HNW clients and how they can be served digitally.
• We need knowledge of best-practice continuous improvement initiatives from peer organisations.
• We need proven experience in managing and developing a team.

Responsibilities:

• We proactively engage and influence stakeholders to ensure successful implementation of the Channels strategic plan, technology transformation, and associated change initiatives.
• We deliver value and business outcomes while managing related risks.
• We prioritise incoming channel development requests and champion an incremental delivery approach focused on iterative improvements.
• We work closely with P&L owners to prioritise and deliver changes aligned with the Digital Experience strategy and broader business and brand strategy.
• We secure support and coordinate co-approval from relevant business, P&L, and risk owners as necessary.
• We act as the business owner for secure digital channels such as the Coutts iOS app, partnering with the technology owner to monitor and manage application health across performance, security, accessibility, and resilience.
• We lead a small, empowered team of specialised Digital Product Managers, with full accountability for delivery and outcomes.
• We ensure the digital experience meets the high expectations of our high-net-worth clients.
• We protect and enhance Coutts digital experience by ensuring the fundamentals are delivered consistently and differentiated where it matters most.
• We take accountability for key operational decisions, including go-live approvals, outage management, disaster recovery reviews, and stakeholder resolution.
• We promote the digital agenda internally and externally, increasing advocacy and securing strong Executive support for digital investment.
• We prepare presentations and drive client adoption and engagement.
• We support the Private Banking & Wealth Management strategy and the One Bank approach by leveraging relevant innovations across NatWest Group franchises.
• We ensure processes and governance are in place to manage day-to-day activities and support platform resilience and stability, including incident management.
• We identify, own, and manage all risks associated with the Secure Channels.
• We collaborate with Digital X to align service management with service operation.
• We recruit, manage, and develop our team, while building capability and succession plans.

Technologies:

• Support
• Mobile
• Security
• iOS

More:

AMS is the worlds leading provider of Talent Acquisition and Management Services, and our contingent Workforce Solutions partner with NatWest to support contingent recruitment processes. We are hiring on behalf of Coutts for a 12-month contract based in our London offices. NatWest is a major UK retail bank serving over 17 million retail customers across business services, corporate banking, wealth management, group functions, retail, and investment banking. In this highly visible role, you will join our Digital, Experience and Design Leadership team and lead the Digital Product team responsible for our Coutts mobile apps and online banking platforms within Private Banking & Wealth Management. We offer an inclusive culture, excellent learning and development, and a focus on wellbeing, and this temporary role is an opportunity to help build a sustainable bank committed to helping people, families, and businesses thrive. We only accept workers operating via an Umbrella or PAYE engagement model.

last updated 30 week of 2026