Chapter Lead, Customer Strategy

1 month ago

Sydney, Australia Commonwealth Bank Full time

**Chapter Lead, Customer Strategy**

Marketing and Corporate Affairs (MCA) works with all parts of the Group as a trusted partner to enhance and protect CBA’s brand and reputation, increase the bank’s competitive advantage and deliver customer and business value.

The purpose of the Group Research and Insights team is to provide evidence of a customer’s perspective to support effective and customer driven business decisions and drive excellence in customer offerings and experiences, and to help CBA to achieve its vision.

This role is responsible for developing and leading the MCA customer experience strategy agenda and designing enterprise CX capability such as the CBA CX platform and Customer Journeys to support the organisation to reach its NPS +30 ambition.

**Your responsibilities**:

- Developing and leading the CX strategy agenda
- Designing, implementing and ongoing management of the enterprise Customer Journey capability and governance
- Leading the ELT Customer Review program
- Embedding Customer Journey capability into PACE to drive scale culture change
- Developing CX strategy content for key leadership forums (e.g. ELT, BBLT, RLT and IB&M LT)
- Leading targeted strategy projects and programs (e.g. Customer Value)

**Your skills and experience**:

- A highly experienced strategy professional with either client or consulting side experience, preferably both
- Extensive experience designing, implementing and managing CX systems (such as Qualtrics and Medallia)
- Ability to define problem statements, develop hypotheses and structure analysis
- Ability to synthesise analysis into meaningful insights and strategies
- Strong communications skills and ability to present effectively to stakeholders
- Proven leadership in driving organisational change programs
- Strong work ethic, a curiosity to learn and an eagerness to pursue personal development
- Risk mindset - all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.

**_Working at CommBank _**
- At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in. _

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Advertising End Date: 28/11/2024

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