Director of Customer Experience

1 week ago

Melbourne, Victoria, Australia beBeeStrategic Full time $191,399 - $243,999
Job Description:

As a strategic leader, you will be part of the senior leadership team in the Customer Onboarding & Mastering Domain. This role contributes to driving centralized customer onboarding and profile management experiences across the organization.

This position is responsible for defining the direction for Customer Profile Management relating to individual customers, with a focus on strategy, vision, and experience. Key responsibilities include running and optimizing services related to individual customer profile maintenance for the enterprise, ensuring roadmap alignment across stakeholders and programs relying on customer profile capabilities.

Key Responsibilities:
  • Lead execution of key elements of the Enterprise Customer Onboarding & Mastering program relating to individual customer profile management
  • Establish new processes and capabilities to transition to future state capability into BAU services with run and optimization of customer profiles
  • Deliver service improvements to improve customer experience, meet new regulatory requirements, and reduce fraud/financial crime

Close partnerships with Customer Divisions and Financial Crime are essential to ensure actions towards improving customer experience and mitigating financial crime risks.

Required Skills & Qualifications:

In-depth experience working in a similar senior leadership role across Product, Strategy, and/or Digital Channel ownership within Banking, particularly across Personal Bank and Financial Crime is required. Project delivery experience preferably with at least 10+ years in Banking and Financial Services, managing and delivering large complex programs containing multiple streams, multiple technical assets, with multiple vendors, experience working in an agile environment, and building agile teams to deliver at scale within a domain are necessary.

Able to have cross-functional influence of product managers, product owners, design, business analysts, change management, and delivery teams, understanding of project delivery, project management disciplines, and service management are required. Excellent stakeholder management skills with demonstrated commercial acumen and management are necessary.

Benefits:

Our company fosters an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We provide an environment where you can work your way, partnering closely with our Employee Resource Groups (ERGs) to continue fostering an inclusive environment.

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