Voice of Client Program Manager

4 weeks ago

Sydney, Australia Macquarie Group Limited Full time

The purpose of the BFS CX Insights team is to drive cultural change and #exceptionalCX across BFS. The CX Insights team do this by:

- Managing our Voice of Client program, which operates across all banking channels and digital products
- Surfacing actionable insights relating to the customer experience to inform prioritisation and changes to our products and services
- Connecting customer sentiment data to other types of activity and operational data to drive data-decision making and a culture of listening, learning and acting on customer feedback

**About the role**:
As the Voice of Client Program Manager, your role will include:

- Leading and project managing the Voice of Client Program, including:

- Identifying customer journeys and trigger points
- Dashboard development
- Integrating and enhancing ‘Closing the Loop’ and ‘Inner Loop’ processes
- Implementing change management programs and driving cultural change
- Ongoing vendor management and primary point of contact for our CX listening program vendor, Medallia
- Ongoing dashboard and survey configuration, including:

- Maintaining established dashboards and surveys
- Establishing new dashboards and surveys as part of the VoC expansion
- Collaborating with Data & Analytics, Product, Service and Design teams to surface regular actionable insights about the customer experience, to support prioritisation and action

**About you**:
Your skills and experience:

- Excellent analytical, problem solving and research skills
- Strong program, project, and vendor management skills
- Strong verbal presentation skills
- Experience with listening programs and platforms (e.g., Medallia, Qualtrics)
- Resilient and flexible approach in an environment of changing business priorities
- Ability to work autonomously across multiple work streams and deliver key outcomes
- Human Centred Design experience (preferred)
- Strong interpersonal skills and stakeholder management
- Understanding of Agile principles

**About Banking and Financial Services**

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

**Our commitment to Diversity, Equity and Inclusion**

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

**About Macquarie**:
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 18,000+ employees and offices in 33 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

**Job no**: BFS-971333
- **Work type**: Permanent - Full time
- **Location**: Sydney
- **Category**: Mid-senior, Customer Service, Data & Analytics, Strategy & Change
- **Group**: Banking and Financial Services
- **Division**: People, Culture & Client Exp
- **Recruiter**: Mandy Poon
- **Opening Date**: 13/2/2023

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