Transforming Customer Experiences

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $105,461 - $130,905
Custex Experience Lead

The Custex Experience Lead role represents a key leadership position responsible for ownership of the bank's end to end Customer Experience program.

This is an opportunity to drive continuous improvement in customer experience through identifying and executing opportunities that ultimately look to improve our Net Promoter Score (NPS) and work towards a reduction in problems and complaints.

Key Responsibilities:

  • Designing and management of the Voice of the Customer Programme, transforming customer feedback into strategic action across the bank's products and services.
  • Fostering a culture of continuous enhancement by providing analytics, insights and research to ensure the bank has a clear view of customer sentiment and feedback across customer segments, products and channels.
  • Conduit between local and global stakeholders, sharing and learning from best practice insights
  • Developing and refine customer journey maps with Product Tribes and partner with cross-functional teams to design and implement service improvements to ensure a seamless experience from first touch to ongoing engagement.
  • Identifying trends and opportunities based on customer feedback, problems and complaints, and stakeholder insights, to create and deliver initiatives with tribes and channels that will positively impact customer experience and increase satisfaction and advocacy metrics.
  • Contributing to the continued improvement in customer satisfaction and experience through active representation and customer lead design in the development of new products, processes, and services as well as other customer-impacting initiatives

About You:

  • 5+ years leadership of diverse teams (both direct and indirect)
  • Previous experience leading a team and working in a senior leadership role
  • Exceptional analytical abilities, paired with a talent for translating data into compelling business strategies
  • A proven track record of leading high-performing teams, fostering an environment of innovation and excellence
  • A natural innovator and an inherent ability to think outside the box

What We Offer:

  • Over 16,000 professional and personal development courses to choose from
  • Discounted Health Insurance
  • An additional Rest Day to support your wellbeing
  • An IMPACT day to volunteer on an approved sustainability activity

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