Quality and Assurance Manager, Public Web

Join us as a Quality and Assurance Manager, Public Web

• If you’re passionate about delivering an outstanding customer experience and want to develop your capabilities, this may be the ideal role for you
• You’ll be leading the design of the customer experience for the product lifecycle, considering net promoter insights, complaints analysis, and commercial and risk requirements
• This is a great platform to channel your creativity and make a real difference to our customers and our banking future

What you’ll do You’ll play a key role in simplifying and improving our customers’ digital experience. You’ll be using customer and market insight to identify and drive improvements to the journey, as well as working with stakeholders in the marketing, security, digital journey and technology business units to develop solutions that meet our customers’ needs and increase customer engagement.

Your Role Will Also Involve

• Leading governance frameworks and risk management for digital platforms, ensuring compliance, customer safety, and data integrity
• Acting as the central contact for governance-related audits and escalations, and supporting incident response and continuous improvement
• Driving a culture of accountability by embedding governance best practices, training teams, and monitoring adherence to policies and standards

The skills you’ll need You’ll be the voice of the customer in this role, so you’ll need to be passionate about customer experience and continuous improvement in a digital context. We’d also like you to have knowledge of business improvement and customer journey optimisation. You’ll also need experience in governance and risk with some understanding of the digital world.

We Also Want Someone Who Can

• Foster communication with key stakeholders and third parties
• Monitor the progress of projects against plans and take corrective action when needed
• Collect outputs and make sure any areas of remediation are actioned

Hours

35

Job Posting Closing Date 13/11/2026

Ways of Working:Remote First