Cx Designer

5 days ago

Melbourne City Centre, Australia FinXL Full time

Location:
- Melbourne CBD, Victoria- Job Type:
- Temporary- Specialisation:
- Banking & Financial Services- Salary:
- Negotiable- Reference:
- TR/012651_1658308908FinXL I.T Professional Services is an innovative Australian owned company providing our clients with technology enabled business solutions and consulting services.
As the 'go-to' mid-tier Service Provider for many Australian and International clients, FinXL enjoys a diverse client portfolio, boasting some of the industry's leading: Telecommunication, Banking and Finance and Commercial Corporations, along with many State and Federal Government Departments.

We are looking for a **CX Designers** to join our team. There has been many complaints and fraud losses over a number of years relating to withdrawals that were not authorised from a customer's account. A personal banking audit item was raised as well as an enterprise Matter of interest to investigate.

The investigation identified 20 causes for the above that will need to be addressed by this project. These breakdowns more simply to the below.

There is authority on an account and there is also authority in channels.

Channels and account authority should be aligned but are not due to different form inputs, different definitions, and different backend system inputs.

inputs into both systems are manual and there is no control over input.

Customers and banker do not understand the inputs into either system or form and have different understanding of what access is being provided.

The forms are designed quite badly and provide a mixture of accesses for different persons depending on what sections are filled in.

The forms need to be signed by different persons at different times and depending on what section is filled in.

The goal of this project is to remove the above gaps.

This project will be split into 2 phases given the enterprise nature of the delivery. 1. Design and agreement, 2. Delivery.

This phased approach is due to the large amount of cross enterprise support needed to confirm the product and research before delivery.

Measures/Metrics

Reduction in banker processing time

Reduction in SLA to update authorities

Reduction in Complaints

Reduction in reportable events

Reduction in non-lending losses.

Reduction in vulnerable customer impact

Customer and banker clarity on authority roles

Closure of AFCA systemic issue

Closure of audit and MOI item

Customer Impact & Benefit

Effectively allow authorities to be set up in all channels

Reduce potential losses to vulnerable customers and business customers

Increase understanding of authorities and access.

Colleague Impact & Benefit

Reduce time to setup authorities

Increased understanding of process

Reduced paperwork

Removal manual data entry into SOR systems

Deliverables

Customer research and insights

Customer journey map/service blueprint

***

**Next steps**:
Submitted CVs must be in Word

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