Pathfinder for Customer Journey Solutions

2 weeks ago

Melbourne, Victoria, Australia beBeeExpert Full time $110,000 - $140,000
About the Opportunity

As a specialist in customer journeys, you'll play a key role in helping customers achieve their homeownership goals by providing easy-to-use products and services.

This position is responsible for ensuring that the people and organisational impacts of projects and change efforts are effectively managed, thus helping projects to meet business objectives.

You will be part of a dynamic team that delivers home loan changes to support customers. You will work in a cross-functional team of delivery professionals with change management and system skills to support the smooth implementation of changes into processes and systems.

You will lead the Change & Commercialisation stream in the squad, managing change activities and working with a variety of stakeholders across the value chain. You will be responsible for delivering changes smoothly by effectively managing how we present, operationalise and communicate changes to end users.

Key Responsibilities:
  • Lead a stream of work within the squad and support the Product Owner in managing deliverables
  • Identify the scope and capacity to deliver each deliverable before providing inputs into the overall delivery roadmap and plan
  • Engage with stakeholders throughout the policy design and delivery lifecycle, sharing updates, seeking feedback and responding to feedback
  • Complete change impact assessment to understand the people and process implications of the proposed changes, including understanding of as-is and to-be processes
  • Work with stakeholders to develop and execute on a change plan incorporating training and communication requirements
  • Create and update supporting materials; including Risk Assessments, user guides and updating existing process maps where necessary
Requirements:
  • Excellent communication skills, both written and oral, to influence a variety of stakeholders - you need to be comfortable asking questions, raising concerns, and constantly thinking about our customers
  • Excellent problem-solving skills, you can find clear paths through ambiguity and making decisions within broad direction and boundaries
  • Attention to detail - as a member of a team responsible for policy delivery, your willingness to iteratively improve precision and clarity is paramount
  • Experience in change delivery including analysing data, defining change requirements, impact assessments, communicating change impacts to stakeholders and supporting the end-to-end implementation of a change
  • Ability to influence across both formal and informal networks and team structures to get things done
  • Ability to learn on the job, navigate through ambiguity and a demonstrated growth mindset
  • Prior experience in banking and Home Loans is desirable

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