Driving Success in Merchant Customer Journeys

4 days ago

Melbourne, Victoria, Australia beBeeIndustry Full time $180,000 - $220,000
Job Title

Head of Merchant Customer Journey

">Description

 

We are seeking an experienced professional to lead our merchant customer and colleague onboarding and servicing experience. This individual will drive increased sales, improved NPS, and growth of market share.

The ideal candidate will have in-depth experience in a senior leadership role responsible for designing and building end-to-end customer onboarding and servicing journeys for banking products. Proven ability to drive customer experience enhancements that deliver tangible business improvements is also essential.

This role requires extensive knowledge of merchant products and payments industry, as well as proven Banking industry experience. The ability to deal with multiple stakeholders and influence at various seniority levels is crucial.

Key responsibilities include driving e2e customer requirements and customer journey to onboard and service merchant customers, engaging directly with customers, delivering customer-level features to support merchant onboarding and servicing, and defining practices and playbooks to industrialize NAB's capability.

Required Skills and Qualifications
  • Demonstrated in-depth experience in a senior leadership role responsible for designing and building end-to-end customer onboarding and servicing journeys for banking products
  • Proven ability to drive customer experience enhancements that deliver tangible business improvements
  • Experience in joint bank/client team project delivery
  • Extensive knowledge of merchant products and payments industry preferred
  • Proven Banking industry experience
  • Experience in Product ownership/management and customer journey mapping and service design
  • Demonstrated ability to deal with multiple stakeholders and influence at a variety of seniority levels (including external stakeholders, suppliers and customers)
  • Proven track record of operating effectively and delivering consistent results in a complex business
Benefits

A diverse and inclusive workplace works better for everyone. We know that our people make us who we are. That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves.

Join us in fostering an inclusive environment, where all colleagues' unique backgrounds and identities are understood, respected, and celebrated.

What We Offer

At [Company Name], we are committed to providing an environment where you can work your way. We are dedicated to making a positive difference for customers and communities.

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