Manager Customer Experience

3 weeks ago

Brisbane, Queensland, Australia Great Southern Bank Full time

Join to apply for the Manager Customer Experience role at Great Southern Bank.

Overview

As our valued Manager Customer Experience based in Brisbane's CBD, your role will be a key part of a small but well‑established CX design team. We tackle the 'tricky stuff'—complex, ambiguous, cross‑functional initiatives—and bring structure, insight and direction where it's needed most. We're part of the broader Digital Channels and CX function, working closely with Customer Research, Data Analytics, Digital Sales, Digital Experience, and Online and Mobile Banking.

The CX team is flexible and adaptive, working both collaboratively and independently on a range of customer projects that support our Aspire strategy goals and our purpose of helping all Australians own their own home.

Responsibilities
  • Support the Senior Manager CX by optimising Great Southern Bank's key product and service delivery journeys and delivering other customer‑centric initiatives.
  • Bring structure to ambiguity by shaping customer strategy, designing propositions, visualising journeys, and contributing to the development of personas and insight‑driven decision making. Map pain points in key journeys (for example home lending) and facilitate cross‑functional workshops or help business units leverage the CRM platform effectively.
  • Represent the CX team and the customer in bank‑wide initiatives and cross‑functional teams, while working on CX ideas and initiatives that transform experiences and propositions for our customers.
  • Apply human‑centred design techniques to identify pain and gain points and derive design principles.
  • Ground opportunities for sales and service improvements in qualitative and quantitative research, uncovering insights to inform design and improve sales and customer satisfaction.
  • Develop business growth ideas for new customer propositions from insights and validate them through prototyping and customer testing.
  • Produce artefacts such as Journey Maps and Service Design blueprints.
  • Collaborate with Product, Marketing, Digital or process delivery teams to sharpen ideas and align on a future state experience.
  • Lead ad hoc customer projects or initiatives to solve unstructured business problems, including conceptualisation, resource coordination, planning and change management.
Qualifications
  • 3+ years of experience in CX, service design, proposition design or customer strategy in B2C businesses.
  • Project or change management experience.
  • Solid knowledge or experience in customer research or strategic customer projects.
  • Experience in financial services, especially home lending or small business banking (not essential).
Why Great Southern Bank?
  • We are a customer‑owned bank and a force for good, with a focus on helping everyday Australians achieve their home ownership goals.
  • We offer development and wellbeing support, including study leave and wellbeing coaching, and a flexible mix of on‑site and remote work options.
  • We provide benefits to help you achieve your financial goals and support your family and community, including discounts on a range of Great Southern Bank products and services.
Questions?

Please contact our Talent and Experience Partner, Danielle Moore, at danielle.moore@gsb.com.au.

At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace where people feel they belong, are valued, and can be their best every day. We support flexible ways of working and fair, equitable decision making.

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