Head of Member Experience

2 weeks ago

Melbourne, Australia Defence Bank Full time

**Introduction**:
About us.
A unique life requires a unique bank.
Defence Bank is a member-owned bank that has been proudly serving the Defence Community for 49 years. With 26 branches across Australia and our award-winning app, Defence Bank is where our members need us - anywhere, anytime.
The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.
Winner of the Best Reward & Recognition program 2024 and a finalist for Employer of Choice 2024, it is not only our employees who think our bank is truly one of the best places to work.
**Description**:
The opportunity.
Reporting to the Chief Marketing and Product Officer, this key leadership role ensures that our members can count on us by leading and shaping the member experience (notably product, proposition and services).
**This specialist position is accountable for**:
Playing a pivotal role in uplifting the member experience and engagement and ensuring that member-centric thinking is embedded in every area of the Bank.
Undertaking dynamic analysis (supported by external and internal quantitative and qualitative research) to identify member key buying reasons.
Developing an over-arching and enduring value proposition that that supports the Bank’s focus on the Defence community and their key life moments.
Building the voice of member personas, leading to the design and optimisation of the end-to-end member journeys across all channels.
Designing in detail the components of the value proposition (this includes leading the design and detailing of products and services that make up the value proposition).
In partnership with Product Heads and Continuous Improvement leads, steer the build and implementation of products and services detailed in the value proposition.
Targeting and delivering continuous improvement across identified pain points in the Member experience across the product and services offered by the Bank.
Executing regular and comprehensive competitor market scans to ensure Defence Bank continues to remain relevant to our key market.
**Skills and Experiences**:
About you.
You are a critical thinker with strong problem-solving skills, strategy development and product design skills, with an established ability to analyse and synthetise data into actionable insights that will strengthen the Bank’s member value proposition.
To be considered for this role you will have at least 10 years’ experience in retail banking or financial services. You are tertiary qualified with a Commerce, Marketing or Finance related degree. You possess experience in developing and executing a customer strategy and roadmaps and pride yourself on y0ur ability to influence across functional teams and drive change at all levels.
- Present to all levels of the organisation to influence priorities and action.
- Lead initiatives that support the Member experience.
- Build strong collegiate relationships across the Bank.

We count on you. And you can count on us.
**We have a great range of employee benefits including**:

- Savings and discounts across our range of products and services.
- A generous annual corporate wardrobe allowance.
- Access to our internal "reward and recognition" platform - vouchers, discounts, e-cards and much more

Interested? We'd like to hear from you. Click to apply.
Defence Bank is committed to providing equal opportunities for employment and seek to have a team that reflects our diverse community. We encourage anyone interested in our role and a career at Defence Bank to apply.

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