Customer Proposition Manager

Job Purpose

BCB is transforming into a modern, product-led, digital-first bank. We are building a new digital banking platform and investment platform, and we need to ensure what we build is rooted in real customer needs and delivers measurable commercial value.

The Customer Proposition Manager will close a critical gap between customers and delivery teams by owning end-to-end proposition discovery and prioritisation for BCB’s target client base, primarily corporate clients, including digital asset businesses.

This role will lead customer insight and requirement shaping, translate needs into commercial cases and prioritised propositions, and partner with Technology to ensure the roadmap reflects what customers will buy and use.

This is a hands-on “doer” role requiring strong commercial instincts, comfort in front of senior customers, and the ability to drive outcomes in a fast-moving environment without relying on rigid project-management formalities.

Key Responsibilities
Customer insight, discovery, and proposition definition

• Lead structured customer discovery with BCB’s priority segments (with an initial focus on corporates and digital asset businesses) to understand needs, pain points, buying triggers, and unmet demand.
• Establish and run a practical Voice of Customer approach (interviews, RM feedback loops, thematic analysis, hypothesis testing).
  
• Convert insight into clear proposition artefacts: segment needs, use cases, service requirements, journey expectations, and value propositions

Commercial shaping and prioritisation

• Partner with Finance to quantify commercial impact and trade-offs (revenue potential, margin, cost-to-serve, and feasibility).
• Define and maintain a prioritised proposition backlog (what to build first, what can wait, and why).
  
• Support pricing, packaging, and positioning discussions as propositions mature.
  

Translation into delivery (Business-to-Tech bridge)

• Translate customer requirements into clear, actionable inputs for Technology and delivery teams (epics/features at the appropriate level).
  
• Ensure Technology delivery is aligned to validated customer needs and not internal assumptions.
  
• Act as the business owner for proposition outcomes, supporting decisions on scope, sequencing, and release planning.
  

Cross-functional execution and stakeholder alignment

• Work closely with Relationship Managers and business leaders to ensure propositions align with customer realities and frontline selling/servicing.
  
• Align propositions with key control functions (Risk/Compliance/Legal) early to avoid rework and reduce delivery friction.
  
• Facilitate workshops and decision forums to drive clarity, remove ambiguity, and maintain momentum.
  

Go-to-market readiness (as propositions become real)

• Support go-to-market planning in partnership with relevant teams (client messaging, internal enablement, RM readiness, onboarding/service considerations).
  
• Track early performance signals and customer feedback post-release; iterate propositions accordingly.
  

Person Specification

Experience & Technical Knowledge

• Demonstrable experience in customer proposition, product discovery, customer-led transformation, or commercial product roles, ideally within banking, fintech, payments, wealth/investments, or adjacent regulated services.
  
• Proven ability to engage credibly with senior corporate customers (C-level / founders / CFO / COO) and extract real requirements.
  
• Experience translating customer needs into deliverable priorities with Technology teams (you do not need to be technical, but you must be delivery-literate).
  
• Strong commercial judgement with the ability to evaluate opportunity size, trade-offs, and what will drive value first

Skills & Competencies

• Customer discovery and problem framing (insight to actionable requirements).
  
• Commercial acumen (revenue logic, cost-to-serve, prioritisation).
  
• Stakeholder leadership across business, finance, and technology.
  
• Pragmatic project coordination with an understanding of delivery phases and how to drive progress without heavy ceremony.
  
• Clear communication: able to turn ambiguity into crisp decisions and direction.
  

Qualifications

• Bachelor’s degree in relevant subject or equivalent experience