Strategic Customer Experience Lead

4 days ago

Parramatta Park, Queensland, Australia beBeeCustomer Full time $80,000 - $125,000
Key Position Overview

This pivotal role within our organization involves driving customer-centric strategies to elevate satisfaction and loyalty across the Customer Financial Solutions team and AMP Bank.


Primary Responsibilities
  • Delve into data analysis to identify patterns, trends, and opportunities for enhancing customer experiences within Customer Financial Solutions processes.
  • Develop actionable insights from data analysis to inform strategic decision-making and improve customer engagement.
  • Act as the primary point of contact for Customer Financial Solutions customer complaints and events, ensuring timely and effective resolution.
  • Conduct root cause analysis for operational and procedural errors and implement appropriate solutions that strengthen risk and operational effectiveness.
  • Continuously refine processes and approaches based on feedback and data insights to ensure positive customer outcomes.
  • Foster strong relationships with internal teams and business partners with the view of proposing and embedding innovative solutions and improvements to enhance customer experience and business outcomes.
  • Monitor performance and customer experience metrics to evaluate the effectiveness of implemented strategies.

Requirements
  • Demonstrable experience in a high-volume retail consumer credit or collections within Banking & Finance industry with at least 1 year in financial hardship assistance.
  • Residential lending highly preferable.
  • Experience working with offshore providers highly preferable.
  • A customer-first mindset with an empathetic nature, whilst maintaining the privacy and confidential nature of a client's circumstances.
  • Self-motivated, results-driven, collaborative & team player with the ability to work autonomously.

Benefits and Advantages

This position offers a unique opportunity to drive positive change and contribute to the growth of our organization.

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