Cx Designer
7 days ago
Location:
- Melbourne CBD, Victoria- Job Type:
- Temporary- Specialisation:
- Banking & Financial Services- Salary:
- Negotiable- Reference:
- TR/012651_1658308908FinXL I.T Professional Services is an innovative Australian owned company providing our clients with technology enabled business solutions and consulting services.
As the 'go-to' mid-tier Service Provider for many Australian and International clients, FinXL enjoys a diverse client portfolio, boasting some of the industry's leading: Telecommunication, Banking and Finance and Commercial Corporations, along with many State and Federal Government Departments.
We are looking for a **CX Designers** to join our team. There has been many complaints and fraud losses over a number of years relating to withdrawals that were not authorised from a customer's account. A personal banking audit item was raised as well as an enterprise Matter of interest to investigate.
The investigation identified 20 causes for the above that will need to be addressed by this project. These breakdowns more simply to the below.
There is authority on an account and there is also authority in channels.
Channels and account authority should be aligned but are not due to different form inputs, different definitions, and different backend system inputs.
inputs into both systems are manual and there is no control over input.
Customers and banker do not understand the inputs into either system or form and have different understanding of what access is being provided.
The forms are designed quite badly and provide a mixture of accesses for different persons depending on what sections are filled in.
The forms need to be signed by different persons at different times and depending on what section is filled in.
The goal of this project is to remove the above gaps.
This project will be split into 2 phases given the enterprise nature of the delivery. 1. Design and agreement, 2. Delivery.
This phased approach is due to the large amount of cross enterprise support needed to confirm the product and research before delivery.
Measures/Metrics
Reduction in banker processing time
Reduction in SLA to update authorities
Reduction in Complaints
Reduction in reportable events
Reduction in non-lending losses.
Reduction in vulnerable customer impact
Customer and banker clarity on authority roles
Closure of AFCA systemic issue
Closure of audit and MOI item
Customer Impact & Benefit
Effectively allow authorities to be set up in all channels
Reduce potential losses to vulnerable customers and business customers
Increase understanding of authorities and access.
Colleague Impact & Benefit
Reduce time to setup authorities
Increased understanding of process
Reduced paperwork
Removal manual data entry into SOR systems
Deliverables
Customer research and insights
Customer journey map/service blueprint
***
**Next steps**:
Submitted CVs must be in Word
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