Senior Specialist, Existing Customer Strategy

Apply now Job no: 493527
Work type: Permanent Full Time
Location: London
Categories: Marketing, Product Development

Role Purpose

  • Responsible for supporting delivery of customer and financial outcomes for existing customers concentrating on our strategies in response to the Credit Card Market Study  (CCMS)
  • Subject matter expert on payment rates, customer affordability, segmentation strategies and impacts on the long term financial performance 
  • Conduct ad-hoc investigative analysis to provide insight / recommendations on recent trends within the portfolio
  • Owning key customer strategies as part of the long term CCMS strategy and oversee end to end delivery
  • Gather stakeholder buy in and work with teams across, Risk, Finance, UPL & Marketing  

Key Accountabilities

  • Supporting delivery of the customer outcomes and financial targets via optimisation of NewDay’s credit card market study strategy 
  • Business lead and subject matter expert on a broad range of customer strategies that impact existing customer repayment levels (e.g. customer segmentation, payment prompts, cross sell, use of paydown vehicles)
  • Provide analysis on the performance of the activity driven by the Existing Customer Strategy team
  • Input into development of strategic roadmap for existing customer persistent debt strategies, and support in obtaining executive sponsorship for customer strategies
  • Drive the customer experience and marketing communications journey around payment behaviour ensuring accurate delivery in a timely manner with the appropriate quality and cost control
  • Define and execute continued optimisation of strategy initiatives end-to end, from development to data targeting and execution with the Marketing & Change teams

Additional responsibilities

  • Conduct ad-hoc investigative analysis to provide insight/recommendations on portfolio trends
  • Input into a monthly insight report which will be used to influence CCMS strategy roadmap

Skills and Experience


  • Proven experience in credit risk or customer strategy within consumer finance portfolios
  • Commercial aptitude, with financial and behavioural modelling experience and capability to deliver compelling business cases
  • Proactive complex problem solver with strong quantitative analytical skills
  • SAS, SQL or similar data package knowledge – able to self-serve and use very large datasets
  • Ability to influence key stakeholders, promote ideas and work through the end to end project analysis, approval and implementation process


  • Experience working in the UK store card or credit card market
  • An understanding of Financial Services regulation
  • Modelling / experience in using statistical techniques to gain insight  

Personal Attributes

  • Data driven analytical though leader who is keen to identify problems and solve them
  • Self-motivated and striving to deliver their best work all the time
  • Able to deal with high pressure situations and the ability to work to tight deadlines

Advertised: GMT Standard Time
Applications close: GMT Standard Time

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