Head of Digital Customer Value Streams

Join the Better Big Bank and create an excellent digital experience for our customers
One of Australia's Biggest and most trusted Banks - A top 100 ASX listed Company
Benefits includes flexible working, learning programs & discounts on banking

About us

For more than 160 years, Bendigo and Adelaide Bank has been helping people. So it’s only natural we’ve made it our strategy to be Australia’s most customer-connected bank.

Our time is now. We are challenging the status quo and we're excited about our future

About the role

In Digital, we aim to create an excellent digital experience for our customers. We deliver digital product and service solutions that help improve the way customers bank with us. As a team, we support one another and lead by example. Our strong customer commitment is underpinned by our values and the expectations we have of each other.

Reporting directly to the General Manager Digital Banking this you’ll lead the Group’s transformation of customer engagement through digital, devising a strategy that delivers value for the Group across digital channels and influences stakeholders to prioritise customer centred actions that will drive growth.

You will drive the building out and orchestration of the digital customer journey across multiple journeys and partner closely with Product Owners to influence customer centric solution design.

Leading a diverse and digital savvy team, the role will influence across the Group to bring the digital strategy to life and to deliver customer value across digital channels.

As an innovator in digital transformation, the role will bring to the Group a deep understanding of the digital customer value proposition, sharing these insights and driving data-based value realisation. Bringing a customer value stream perspective to cross divisional forums, the role will work and influence broadly to rethink and optimise end-to-end processes that align the Group to deliver value, where it matters, for customers.

As a key member of the digital leadership team, this position will influence, build digital capability, create consensus, and interact at senior levels across the broader Group.

**In this role, you’ll get to**:
**Leadership**: Provide strong leadership to a diverse team; motivate and ensure clarity in how each member of the team’s work uniquely impacts customer value and more broadly, contributes to the achievement of our digital strategy

**Digital Strategy**: Work with the leadership team to develop a strategy that is 'digital by design, human when it matters'.

**Customer & Partner**: Build and orchestrate digital customer journeys and ensure value propositions for various customer segments are defined, understood across the group and implement SLA’s that drive effectiveness

**Continuous Improvement**: Proactive analysis of the customer value stream to identify process improvements that can deliver enhanced value for the digital customer and achieve operational or productivity uplift.

**Change Management**: Lead change effectively so that the organisation benefits from sustainable solutions and teams are engaged to embrace change.

About you

You will have leadership capability, with extensive demonstrated experience in leading and motivating a large multidisciplinary team and have a demonstrated ability to connect customer and organisation across the Digital Strategy.

**To be successful in the role you will have**:
A strong understanding of the economical landscape in banking and market trends, together with the ability to influence senior stakeholders and drive cooperation
Ability to influence stakeholders across a large organisation, complemented by success in delivering digital customer value
An innovative thinker with the ability to plan strategically, but willing to get into the detail when it is needed
Extensive Digital Product experience, with deep understanding of the digital customer value proposition and experience in leading large scale digital transformation in a complex organisation
Comprehensive experience in digital customer journey mapping and building journeys from scratch
Experience working with and influencing senior stakeholders, including members of the Executive, but equally experienced and comfortable shifting the dial to connect the other parts of the organisation with digital transformation and the digital customer value proposition

Why us?

There's so much more to a career with Bendigo and Adelaide Bank than just banking.

Get real benefits, work life balance and flexibility. You bring your brilliant mind and we’ll help you take your learning to the next level with on the job training and external development opportunities - we want you to shine. After all, YOU are the difference that makes us the better big bank.

Be quick to apply Applications will be reviewed as they are received and may close before the listed closing date.

It is a condition of employment with the Bank that you are fully vaccinat