Manager Market Insights

3 weeks ago

Perth, Australia Commonwealth Bank of Australia Full time

**Market Insights Manager**

**Your Business**

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 across to help all of our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.

**Your Team**:
The Brand and Customer strategy team is a multi-disciplinary team bringing together insights, strategy, brand and sponsorships experts.

This team is responsible for defining the brand and customer strategy for Bankwest, utilising customer insights to navigate through the market context and capitalise on opportunities, ultimately helping realise our ambitious business goals.

In addition, the team is responsible for our overarching brand identity and narrative we deliver to market.

**Your impact & contribution**:
At a broad strategic level, the Market Insights Manager drives the delivery of actionable customer insights that will help Bankwest meet its customer experience (CX) objectives.

At an operational level, the Market Insights Manager:
Designs and oversees the successful implementation of 'best practice' research and reporting techniques that allows for these data sources (e.g. syndicated CX and brand trackers, competitive intelligence, proprietary research programs and ad-hoc strategic research projects) to be transformed into a clear story, with actionable insights and recommendations. Works extensively with stakeholders across all divisions of the bank, to drive stakeholder accountability, prioritisation, action, continuous improvement and ultimately ROI.

**Your reporting line**:
You will report to EM Brand and Customer Strategy within the Brand & Customer Strategy team to drive the evaluation, alignment and optimisation of Bankwest's brand and customer experience through data-driven decision-making. This is achieved through a combination of the following:
**Your responsibilities**

CX:

- Support the design and delivery of actionable customer NPS and CX insights helping Bankwest deliver best-in-class customer experience. This involves managing syndicated and proprietary survey programs, identifying the key opportunities, surfacing relevant insights and partnering with stakeholders to drive improvements.

Brand & marketing:

- Design & deliver Bankwest brand and campaign reporting, identifying key movements and drivers in brand health metrics and partnering with stakeholders to inform the development and optimisation of marketing strategies and tactics.

Simplicity & continuous improvement:

- Proactively identify opportunities to continually refine and improve the CX research program and delivery of actionable insights to meet the evolving and expanding needs of Bankwest.

Divisional representation & stakeholder management:

- Design research projects, deliver key research findings (including KPI reporting), present results and influence decisions on the above topics amongst key stakeholders and leadership forums.

Supplier management:

- Identify, select and manage third party vendors in accordance with agreed budgets, target outcomes and risk management policies and practices.

**Your skills & experience**
- High level of intellectual curiosity, a passion for driving results and a strong growth mindset.
- 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.
- High level of experience in translating data into information, information into insight and insight into action.
- A passion for championing a customer-centric culture by driving the 'voice of the customer' into decision-making.
- Strong written and verbal presentation skills (Powerpoint and Word), and the ability to present technical concepts to non-technical audiences, particularly through storytelling.
- Strong stakeholder and supplier management, influencing and negotiation skills.
- Strong attention to detail and project management skills.

**Your qualifications**:

- Relevant tertiary qualifications (e.g. Commerce, Business, Marketing, Psychology) including exposure to market research theory, methodologies and statistical techniques.
- Minimum 2-3 years in the design and execution of qualitative and quantitative market research methodologies.
- Advanced Word, PowerPoint, Excel skills.

**What's in it for you?**

Flexible working programs A highly diverse and inclusive team culture that promotes collaboration, innovation and psychological safety.

Group health fund and award-winning super fund. Ongoing development and career progression opportunities

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