Insights Coordinator

1 month ago

Perth, Australia Bankwest Full time

Insights Coordinator
- You are a team player who is passionate about understanding customers on a deeper level
- We are a value driven team who champion a customer-centric culture
- Together we can help build a brighter future for all and really make a difference

See yourself in our team

The Customer, Marketing and Communications team bring together all the key functional teams responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers.

We create and deliver customer-led propositions, share ideas and insights to influence customer-led thinking across the business and create and deliver a compelling story to help all our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.

Do work that matters

The Insights Coordinator supports the day-to-day operations of Bankwest’s proprietary research programmes that give us insight into the needs of our customers and delivers actionable insights that allow Bankwest deliver best-in-class customer experience as a digital bank.

Working closely with the Customer Insights Managers, you will ensure that we are constantly listening in on the voice of the customer and assisting the business in gaining a deeper understanding of how we can not only meet, but exceed customer expectations.

Your responsibilities will include
- Managing the ongoing operations of our customer panel by working with business stakeholders to organise regular research studies and ensuring panel members continue to be engaged.
- Supporting the design, delivery and ongoing maintenance of our Voice of Customer survey programme. This involves managing surveys and associated dashboards, identifying the key opportunities for improvement, surfacing relevant insights and partnering with stakeholders to drive improvements.
- Conducting deep-dives and producing customer reporting, helping the business understand how we are performing Vs. the category and throughout the entire customer lifecycle to deliver against overarching business goals.
- Maintenance of team shared mailboxes, responding to queries from internal stakeholders and customers who have taken part in research studies.
- Supporting the ongoing management of third-party vendors in accordance with agreed budgets, target outcomes and ensuring fulfilment of necessary risk obligations and policies.

We’re interested in hearing from people who have:

- High level of intellectual curiosity, a passion for driving results and a strong growth mindset.
- A passion for championing a customer-centric culture by driving the voice of the customer into decision-making.
- An ability to translate data into information, information into insight and insight into action.
- Strong written and verbal presentation skills (Powerpoint and Word), and proven track record of managing and influencing stakeholders.
- Strong attention to detail and project management skills.

Being able to meet the following criteria will be regarded favourably:

- Relevant tertiary qualifications (e.g. Commerce, Business, Marketing, Psychology) including exposure to market research theory, methodologies and statistical techniques.
- Experience in qualitative and quantitative market research techniques, including exposure to best practice design, implementation, and management of brand & comms and/or CX research programs.
- Experience working with Qualtrics and/or similar survey platform.

Sidekick

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Advertising End Date: 12/11/2024

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