Customer Experience Strategist

2 weeks ago

Sydney, New South Wales, Australia beBeeStrategist Full time $95,000 - $115,000

Job Overview

We're a team dedicated to helping individuals create their tomorrow, while supporting yours in the process. Our mission revolves around providing banking, super, retirement, and financial services that cater to life's ups and downs.

The Role

This Customer Experience Strategist position plays a pivotal role in driving customer-centric initiatives that enhance satisfaction, loyalty, and overall success within our organization.

Main Responsibilities

  • Analyzing data to identify patterns, trends, and opportunities for enriching customer experiences
  • Developing actionable insights from data analysis to inform strategic decision-making and boost customer engagement
  • Serving as the primary point of contact for customer complaints and events, ensuring timely and effective resolution
  • Conducting root cause analysis for operational and procedural errors and implementing suitable solutions
  • Continuously refining processes and approaches based on feedback and data insights to ensure positive customer outcomes
  • Fostering strong relationships with internal teams and business partners to propose and embed innovative solutions and improvements
  • Monitoring performance and customer experience metrics to evaluate the effectiveness of implemented strategies

Your Skills and Qualifications

  • Demonstrated experience in high-volume retail consumer credit or collections within the Banking & Finance industry, with at least 1 year in financial hardship assistance
  • Residential lending is highly desirable
  • Experience working with offshore providers is highly desirable
  • A customer-centric mindset with an empathetic nature and ability to maintain client confidentiality
  • Self-motivated, results-driven, collaborative, and team player with autonomy

Why Work with Us

  • Cultivate innovative ideas and work in a flexible, inclusive environment
  • Contribute to fostering inclusion, diversity, and belonging
  • Pursue career-defining moments and personal growth

About Us

We're committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people. We encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

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