Customer Experience Transformation Specialist

2 days ago

Melbourne, Victoria, Australia beBeeFinancial Full time $105,000 - $155,000

**Job Overview**

This role focuses on delivering customer-centric solutions for financial services. Working closely with customers, we understand their business workflows, regulatory requirements, and digital transformation priorities.

Key Responsibilities
  • Conduct in-depth discovery workshops with financial services institutions to understand business workflows, regulatory requirements, and digital transformation priorities.
  • Recommend tailored solutions to streamline service operations, support risk and compliance initiatives, and enhance customer experience.
  • Deliver compelling demonstrations of our customer-centric solutions, addressing FSI-specific use cases such as complaint handling, loan and claims servicing, onboarding and KYC, agent assist in contact centres, and front-to-back process orchestration.
  • Build trusted relationships with financial services customers and ecosystem partners to support long-term success and account growth.
  • Support strategic programs like front-to-back digitisation, AI-assisted service operations, straight-through processing, and conduct risk reduction—tying these to measurable outcomes such as faster time-to-yes, reduced manual effort, or improved customer satisfaction.
  • Provide actionable product feedback to product management based on regulatory, operational, and data integration needs of the FSI sector, including inputs on open banking, regulatory reporting, and integration with core banking, claims, and policy administration systems.
  • Share solution patterns, artefacts, and playbooks with the broader Solution Consulting team to build collective capability and accelerate regional deal velocity.
  • Stay current on financial services industry trends (e.g., regulatory compliance shifts, open finance, AI governance) and help position us as a differentiated partner in the industry.
Qualifications
  • Deep domain expertise in financial services, including understanding of front, middle, and back-office operations in banking, insurance, or wealth management.
  • Experience integrating AI into workflows and decision-making—e.g., automation of service operations, AI-generated insights for risk or compliance, or virtual agent implementations.
  • 7+ years of pre-sales solution consulting experience, ideally with a focus on customer experience, operational transformation, or digital service workflows in the FSI sector.
  • Familiarity with our platform or adjacent enterprise platforms used in financial services.
  • Ability to articulate how our solutions integrate with common FSI platforms (e.g., core banking systems, insurance policy/claims platforms, KYC tools, document management systems).
  • A collaborative mindset with experience engaging product management, marketing, partners, and professional services.
  • Excellent communication and presentation skills, able to engage both technical and business stakeholders—from contact centre managers to Chief Operating Officers.
  • Strong pipeline and territory management skills across the region; ability to travel across the region as required.
  • Solution certifications or related technology certifications preferred.

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