Manager, Rbs Customer Experience Strategy

3 months ago

Sydney, Australia Commonwealth Bank of Australia Full time

Manager, RBS Customer Experience Strategy
- You're a team player, driven to deliver exceptional outcomes
- We are a fun and passionate team
- Together, we can achieve big goals and have fun along the way

**See yourself in our team**:
This role sits within the CBA **Retail Banking Services (RBS) **Strategy function, which is accountable for developing critical strategies for long term growth, defining the strategic roadmap, creating partnerships to broaden the bank's ecosystem, and driving sustainability for the Retail Bank.

The strategy team oversees the ongoing development of the RBS' strategy by advising and facilitating RBS leadership team discussions, preparing materials for the CBA Executive Leadership Team and the Board, and by collaborating on projects with leaders across the Retail Bank and the Group.

Reporting to the Executive Manager, RBS Customer Experience Strategy the Manager role will aid in the development of the CBA retail banking customer strategy across all aspects of the Customer Journey. This entails transforming research and insights into a comprehensive Customer strategy, designed to bring about change and enhance the overall customer experience across both digital and physical.

The role also involves the delivery of strategic projects related to the customer strategy, unlocking the potential for CBA to meet future customer and NPS targets. You will leverage the customer research and insights from our Group Customer insights teams responsible for measuring and monitoring CBA's "Voice of Customer" program to activate the retail bank to deliver on improvement opportunities in our customer journeys.

**Your responsibilities**

Business outcomes and leadership
- Aid the development, articulation and delivery of the customer experience strategy that delivers on enterprise goals including profitable customer growth, customer engagement and NPS targets.
- Participate in the development and delivery of a performance management framework that directly ties customer experience and engagement activities to company financial performance metrics, including performance target setting, monitoring and reporting through forums such as the Customer Action Forum.
- Develop the centre of excellence on customer value streams / journeys by industrializing methodology, approach and work with BU to map the customer journey and identify moments of truth, define the end state vision, identify opportunities for CX uplift, efficiency and effectiveness in a front to back approach (Customer, Colleague, cost and compliance).
- Model the development and delivery of the insights into the retail bank leveraging the Voice of Customer program and market research programs.
- Leverage data, customer behavioural insight and deep knowledge about business growth enablers to drive transformational change and deliver against organisational goals.
- Champion the customer experience internally and drive customer maturity across the organisation. Collaborate and influence senior leadership and key stakeholders to integrate CX/UX considerations into business planning and decision-making processes.
- Build, mentor, and lead a high-performing insights, CX/UX team, fostering a collaborative and innovative work environment.

Business Operations Partnership
- Build constructive, collaborative relationships with Product and Channel owners across the bank. Supporting these owners to deliver enhancements to our customer experience target state - ensuring appropriate trade-offs between customer and commercial outcomes are achieved.
- Build effective relationships with our key suppliers will result in better outcomes for our customers and business partners.

Risk Management
- Effective role-modelling and leadership of Risk Culture within the business unit.
- Ensure implementation of the Group's Risk Management Approach including adherence with policies; and the design, implementation, and testing of controls, including business continuity planning.

**To be successful in this role, you will have**:

- Tertiary qualification in Design, Strategy, Marketing, Business or related field.
- 3+ years' experience in Marketing, Product, CX, Strategy and transformation with a proven track record of leading and delivering successful customer experience strategies.
- Proven success in defining and delivering a strategy with a track record for driving change and growth outcomes.
- Great strategic capability in balancing commercial outcomes and customer needs.
- Ability to disaggregate and solve complex problems, considering both short and long-term objectives.
- A high degree of commercial acumen with the ability to interrogate analytics, extract insights to inform effective customer experience strategy.
- Great understanding of customer experience design including user-experience and service design, design thinking / HCD methodologies.
- Curiosity around the customer with proven experience in leveraging research, data and insights to develop strategi

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