Customer Advocate Lead

2 weeks ago

Sydney, Australia Bendigo & Adelaide Bank Full time

**Customer Advocate Lead**

**Closing Date**:28 May 2024

**About the role and team**

As our Customer Advocate Lead within this newly formed and exciting role, you will help to identify, address and prevent unintended outcomes for our customers by regularly reviewing the Group’s products, services, systems and processes to see where we can improve. The role will support this by conducting thematic reviews to ensure optimal customer outcomes. Where opportunities to improve are identified, the Customer Advocate Lead will assist in developing recommendations and support their implementation, therefore your curiosity and investigative nature will be critical to ensure success.

The Customer Advocate Office in which your new role will reside, is the custodian of representing the Customer, by consulting with, listening to, understanding and prioritising what the customer is seeking from the organisation. To achieve this, the Customer Advocate Office works collaboratively with the wider Customer areas to provide relevant and evolving metrics, solutions, insights, and feedback to successfully achieve our vision of being Australia’s bank of choice.

This role is a 0.8 part time, permanent role, based at any of our Head Office locations.

**About you**

As our Customer Advocate Lead, you will stay current with trends and practices related to banking, particularly with reference to the customer experience and furthermore present solutions to business stakeholders to support better customer outcomes.

As our new **Customer Advocate Lead** you will bring the following skills:

- Experience in conducting thematic reviews or deep dives
- Experience in developing insights and interpreting data to identify opportunities to improve
- Experience in customer experience and advocacy roles
- Understanding of vulnerable customers
- Strong ability to influence and develop relationships with key stakeholders (internal & external);
- Excellent presentation skills;
- Strong analytical, verbal and written communication skills;
- High level of discretion & confidentiality;
- Knowledge of Banking systems, products and services and general banking process.

We offer flexible work options that put our people first, and a hybrid model of two days in a local Head Office per week.

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s most trusted retail bank, our purpose is - ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance, and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with **Sonder** as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

**Still in two minds?**

We appreciate the support recruitment agencies give businesses every day, however, we have got this. Our recruiters will reach out to our agency panel if we need a helping hand.

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