Manager, Market Insights

1 week ago

Perth, Western Australia Commonwealth Bank Full time

You are a passionate research professional who can connect multiple sources of information into a clear story

We are a value driven team who champion a customer-centric culture

Together we can help build a brighter future for all and really make a difference

See yourself in our team


The Customer, Marketing and Communications team bring together all the key functional teams responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers.


We create and deliver customer-led propositions, share ideas and insights to influence customer-led thinking across the business and create and deliver a compelling story to help all our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.


Do work that matters


The Market Insights Manager helps bring to life both the spoken and unspoken needs of our customers and delivers actionable insights that help Bankwest deliver best-in-class customer experience as a digital bank.


Working closely with the Customer Strategy leads, you will ensure that we are bringing together multiple data-points and signals to understand how we can tangibly remove the pain points felt by customers and delight them by exceeding their expectations.


Your responsibilities will include

  • Supporting the design and delivery of actionable customer NPS and CX insights helping Bankwest deliver bestinclass customer experience. This involves managing syndicated and proprietary survey programs, identifying the key opportunities, surfacing relevant insights and partnering with stakeholders to drive improvements.
  • Proactively identifying opportunities to continually refine and improve the CX research program and delivery of actionable insights to meet the evolving and expanding needs of Bankwest.
  • Designing research projects, delivering key research findings (including KPI reporting), presenting results and influencing decisions on the above topics amongst key stakeholders and leadership forums.
  • Identifying, selecting and managing third party vendors in accordance with agreed budgets, target outcomes and risk management policies and practices.

We're interested in hearing from people who have:

  • High level of intellectual curiosity, a passion for driving results and a strong growth mindset.
  • High level of experience in translating data into information, information into insight and insight into action.
  • Strong written and verbal presentation skills (Powerpoint and Word), and the ability to present technical concepts to nontechnical audiences, particularly through storytelling.
  • Strong stakeholder and supplier management, influencing and negotiation skills.
  • Strong attention to detail and project management skills.

_Being able to meet the following criteria will be regarded favourably, but is not essential: _

  • Relevant tertiary qualifications (e.g. Commerce, Business, Marketing, Psychology) including exposure to market research theory, methodologies and statistical techniques.
  • Experience in qualitative and quantitative market research techniques, including exposure to best practice design, implementation, and management of brand & comms and/or CX research programs.

Working with us:


We support our people with at least half your time each month connecting in the Perth, Sydney or Melbourne office, allowing for flexibility in the remaining time.

We have many other flexible working options available including changing start and finish times. Talk to us about how these arrangements might work for you.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on

Advertising End Date: 01/07/2024

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