Leading Customer Outcomes Specialist

1 week ago

Sydney, New South Wales, Australia beBeeCustomercentricity Full time $100,000 - $140,000
Product Governance Specialist Role

As a Product Governance Specialist, you will play a pivotal role in ensuring that the products we offer meet customer needs and expectations.

  • Key Responsibilities:
  • Collect and validate data on customer outcomes, including claims, complaints, feedback, metrics, regulatory requirements, customer advocacy, and competitor environment themes.
  • Analyse and interpret data to assess whether product outcomes demonstrate value and confirm that products are being sold to the intended customer segments.
  • Identify solution-based outcomes and propose recommendations with tangible actions to improve customer outcomes, including categorisation of urgency.
  • Reporting and Visibility: Write reports and deliver comprehensive customer outcomes reports to the responsible Product Manager. Track and monitor post-review actions and recommendations, ensuring visibility through governance dashboards.
  • About This Opportunity: We seek a strong advocate for customers who can stand behind insights and recommendations that support good customer outcomes.

The ideal candidate will possess a curious and analytical mindset, able to extract insights from quantitative and qualitative data. They should have a solid understanding of design and distribution obligations, as well as knowledge of financial retail product lifecycles, design, distribution strategies, and monitoring of effectiveness. The ability to translate data into actionable recommendations is essential, along with clear written and verbal communication skills to present findings to key stakeholders.

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