Lead Customer Experience Innovator

3 days ago

Melbourne, Victoria, Australia beBeeStrategist Full time $104,000 - $124,984

Job Title:

Product Strategist

The Product Strategist plays a key role in driving customer and banker experiences for the Executive Product team within Group Chief Operating Officer.

Key Responsibilities Include:

  • Developing digital product solutions that support individual customer onboarding and identity verification services
  • Analysing internal and external customer feedback from various sources
  • Modelling data on customer feedback to identify trends, customer pain points, and areas of improvement
  • Sharing market research data on NAB Digital Channels and competitors
  • Preparing insights from analysis to share with stakeholders across the organization
  • Assisting with queries on Digital Channel usage and customer feedback analysis
  • Creating dashboards to share channel insights, using Adobe Analytics
  • Identifying potential issues and working with Product Managers to improve processes
  • Tracking impacts of changes in Digital Channels to key metrics

Requirements:

  • 5+ years of experience as a product owner, preferably in a large bank/finance-based business
  • In-depth understanding of financial/digital/data products, processes, and systems
  • Creativity and simplifying complex processes and issues, strong problem-solving and data-driven decision making
  • Experience working in an Agile delivery environment and familiarity with HCD techniques
  • Ability to communicate a product vision to stakeholders and teams, developing it into a shaped backlog of features, user stories, and goals for individual sprints
  • Comfortable playing a leadership role, facilitating workshops with cross-functional business and IT teams through the discovery, development, and operational usage stages of change
  • Experience across onboarding, identity verification, and re-verification domains is highly desirable

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