Manager - Customer Strategy & Experience

2 weeks ago


Sydney, Australia Commonwealth Bank Full time

Permanent Full Time Role ; Sydney based / Hybrid & Flexible Working
- You have a highly analytical and strategic mind, with the ability to think creatively and translate the complex into simple
- You will play a key role in supporting delivery of strategic initiatives with the aim of brilliant customer engagement and an aligned omni-channel experience

**_See yourself in our team _**

The Business Bank Customer Strategy and Experience team within BB Channels is a high performing team focused on delivering strategic priorities aligned to our core customer goals and objectives.

We work in partnership with our channel colleagues and business stakeholders to implement strategic priorities that support the Business Bank strategic goals.

**_Do work that matters _**
- Analyse complaints and NPS data to uncover root causes, ideating at pace to address pain points and customer concerns
- Able to synthesise complex data and present the information in simple, presentable format
- Provide input to the development of initiatives based on business plans and adapt to changes in internal and market adjustments
- Identify opportunities for continuous improvement and course correction based on insights and new inputs
- Draft and present internal communications related to complaints or NPS insights to stakeholders
- Collaborate with cross-functional teams and work closely with key stakeholders to gather data and build insights to shape our initiatives
- Support in producing key initiative packs for senior stakeholders

**_We’re interested in hearing from people who have _**
- Demonstrable analytical and strategic experience in financial services, management consulting strategy or a bank in-house strategy team
- A passion for optimising customer experience and supporting delivery of innovation in financial services
- An agile mindset and experience in executing against strategy
- Demonstrable commercial acumen and operational excellence
- Strong ability to negotiate and influence stakeholders, manage expectations and drive outcomes
- Interest in keeping across the latest CX, banking strategic and fintech trends
- A risk mindset - all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

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Advertising End Date: 02/08/2023



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