Senior Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

About the Role

We are seeking a Senior Customer Experience Manager to join our Retail Banking Services team at the Commonwealth Bank of Australia. As a key member of our Simple Credit Crew, you will be responsible for delivering exceptional customer experiences across our digital platforms.

Key Responsibilities

  • Customer Experience: Continuously monitor customer feedback and complaints data to identify areas of friction and measure the impact of breakpoints.
  • Customer Advocacy: Be the voice of the customer within the Simple Credit crew, living the customer journey and obsessing over our customer experience.
  • Journey Mapping: Review customer experience flows and uplift documentation to build comprehensive journey maps for key customer 'jobs to be done', touch- and breakpoints.
  • Breakpoint Analysis: Analyse customer feedback and complaints data to identify areas of friction and measure the impact of breakpoints.
  • Initiative Validation & Prioritisation: Engage with UX research teams to leverage or gather qualitative insights and validate improvement initiatives.
  • Streamline Processes and Reporting: Build new, scalable processes and uplift existing ones to reduce manual effort, complexity, and duplication.
  • Reporting: Own and lead reporting to large or senior audiences and stakeholders in forums such as Product Governance to provide meaningful, actionable updates with clear outcomes.
  • Best Practice: Understand best practices externally and across RBS to identify new approaches and implement continuous improvement to enhance the customer experience.
  • Risk Management: Responsible for proactively managing risks including performance of regular controls, robust product governance, identification of issues, escalation, and swift resolution of issues including remediation.

About You

We are looking for a highly skilled and experienced customer experience professional with a proven track record of delivering exceptional customer experiences. You will have a strong understanding of customer journey mapping, breakpoint analysis, and initiative validation and prioritisation. You will also have excellent communication and collaboration skills, with the ability to influence and drive change across the organisation.

What We Offer

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. You will be part of a talented team that is passionate about delivering exceptional customer experiences and making a real difference in the lives of our customers.

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