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Customer Experience Lead
3 weeks ago
At Australia and New Zealand Banking Group Limited, we're shaping a world where people and communities thrive. We're dedicated to improving the financial wellbeing and sustainability of our millions of customers.
The Customer Events Team is responsible for orchestrating high-quality customer events and large-scale internal events. This team handles all aspects of event planning and execution, from logistics to catering, ensuring a seamless and memorable experience for attendees.
This role is accountable for the end-to-end management of customer events nationally, including:
- Coordinating stakeholders for major customer events, delegating and maintaining oversight of key activities as necessary.
- Project managing national scale roadshows, including project managing all elements of logistics required, including customer interactions.
- Managing end-to-end event operations.
- Planning strategic events with senior leaders to ensure full-year event timings are planned to ensure appropriate resourcing.
- Maintaining key relationships and information sources for key event speakers.
- Liaising with bankers to ensure accuracy of customer information.
- Sourcing and implementing feedback from customers and bankers to ensure continual improvement.
- Utilizing systems and software to ensure best customer and banker experience.
- Ensuring the highest standard of customer information privacy is maintained.
To succeed in this role, you will ideally bring:
- A customer-centric approach, defining and measuring success through the eyes of the customer and banker.
- Influencing and relationship-building skills, with the ability to adjust style to different contexts and audiences.
- Business management skills, administering business practices to create the highest level of efficiency possible within an organisation.
- People management skills, managing the end-to-end employee lifecycle.
- Risk management skills, establishing context, identifying, analysing, evaluating, treating, monitoring and/or communicating risks associated with any activity, function or process.
- Delivery management skills, initiating, planning, executing, controlling, and embedding initiatives to achieve set objectives.
- Planning and prioritisation skills, planning and prioritising what needs to be done to deliver upon customer/user needs and strategic priorities.
- Commercial and contract management skills, executing tasks and contracts to source and procure products and/or services from vendors and other suppliers.
We offer a range of benefits, including access to health and wellbeing services and discounts on selected products and services from ANZ.
We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.
