Senior CX strategist

This is a 12 month opportunityYou're a curious and collaborative, strategist with an action bias and a passion for facilitating experiences that are innovative, useful and make customers lives easier.Our team champions customer-led experiences across the delivery lifecycle that drive business outcomes. Through creativity, human centered design principles and facing delivery complexity head on, we help drive Bankwest's ambition to become Australia's favorite digital b ank.

Who we are

The Customer Experience & Design team at Bankwest is a collaborative, multi-disciplinary team encompassing CX strategy, experience design and accessibility. We help turn strategy into reality through the design of customer-led digital experiences that bring our brand proposition to life.

The CXD team sits within the Customer & Marketing Communications Centre of Expertise and works in close collaboration with the delivery crews, product, marketing, risk, technology, operations and other specialist teams across the bank, as well as agency partners.

CX Strategy at Bankwest

The CX strategy team is responsible for facilitating strategic design and influencing customer experience-led outcomes at an enterprise level for Bankwest. Human centred design is at the core of what we do, helping to connect business strategy, brand strategy and delivery by applying customer-led design principles that support teams to prioritise opportunities.

As a small team, we heavily collaborate with the wider Experience Design team, Marketing, Customer Strategy team and delivery teams to influence outcomes from problem to strategic concept through to delivery, ensuring that we're focussing our energy on things that really matter to our customers and ensuring we drive business outcomes.

The opportunity

We are looking for a CX Strategy Manager to report to the Senior Manager CX Strategy & Integration. Your role will include understanding, influencing and supporting the design of strategic, innovative experiences for customers that support our digital transformation. We take an assumption-led approach and face business complexity head on to aid decision making that maximises both customer and business value.

We are looking for someone with a digital product, strategy, innovation and / or design background, which might mean you have worked as a Digital Strategist, UX Designer, Strategic Designer, Product Owner or Innovation Lead in the past. You'll know how to pull together a compelling story, using customer & business insights whilst also having the ability to thinking big picture and connect recommendations to business outcomes.

Key responsibilities

• Create and present strategic narratives, frameworks and business cases by synthesising large amounts of qualitative and quantitative data to drive decision-making.
• Take ownership for driving strategic, innovative solutions services or propositions at key stages of the project life cycle and facilitating delivery.
• Form strong relationships with stakeholders and our wider team to influence outcomes and ensure connection between strategy & execution.
• Understand the customer and business problems through analysis and synthesise the complexity arising from systems, regulations and data.
• Confidently plan & facilitate workshops, including ideation of future state experiences together with customers, stakeholders and SMEs using creative methods and tools to push the boundaries on what is possible.
• Map end-to-end journeys and experiences considering customer touch-points, business processes and systems to enable the business to make strategic decisions. Ensure that maps can be easily consumed by decision makers and business & technology teams to support objectives.
• Input into research plans including objectives, hypotheses and methodologies and effectively communicate that plan to the wider team and business.
• Champion a pragmatic human centred design approach, build capability and create resources that can be used throughout the bank.

The mindset

Thrive in ambiguity and at pace : You enjoy problem solving, creating clarity to drive action and working in a fast-paced environment.

Open-minded and inherently curious : You have experience and can quickly form hypothesis to drive action, but you are open to being challenged and approach opportunities with a growth mindset.

Collaborative and independent : You can work autonomously and are self-directed, but also are energized by working together closely in a team. You prioritise outcomes over role clarity.

Balance of empathy and business-mindedness : You are an advocate for the customer and empathetic to their needs. However, you also have an action bias, are pragmatic and understand that the best ideas are the ones that become a reality.

If this sounds like you, or even if you believe you've got other relevant experience and a passion for bringing innovation to real human problems, please send through your CV - we'd love to hear from you

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application. We're keen to support you with the next step in your career.

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Advertising End Date : 13 / 08 / 2025

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