Customer Outcomes Lead

**About the Role**
Our customers deserve a loud voice, especially those whose voice can be hardest for us to hear. That’s why we have a dedicated Customer Advocate who operates independently within BOQ Group.

The Customer Advocate Office (CAO) exists to ensure customers are listened to, understood and treated fairly. Supporting the bank to make better decisions and deliver fair customer outcomes through input, oversight and challenge.

To help identify, address, and prevent unintended outcomes for customers, the Customer Advocate regularly reviews BOQ Group’s products, services, practices, and systems to see where things can be improved. The Customer Outcomes Lead supports this function by conducting impartial thematic and periodic reviews of BOQ Group products, services, procedures and service providers to understand the outcomes they provide our customer including delivery of meaningful recommendations and supporting their implementation.

Develop a robust and well-founded roadmap of priority areas for review and action by the CAO through a strong awareness of the expectations of customers, community, and regulators with consideration to high-risk customer harm areas.

Foster strong relationships with external stakeholders to better understand the perspectives of people with lived experience and opportunities for BOQ Group to respond.

Prepare reports and presentations for internal Steering Committees, Executive Committee and Board reporting (including Sub Committee reporting), along with any developing any relevant analysis required for decision making.

**About you**
To be successful in this role you will be someone who is able to lead competing priorities autonomously with the utmost integrity and the ability to establish facts, speak the truth and influence positive change to give customers a loud voice.

You will have leadership experience preferably within the banking, financial services or consumer vulnerability sector and will be well versed in presenting a compelling story to senior and executive audiences. You will possess excellent communication skills with an ability to communicate complex issues in a simple and clear manner.

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career.
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index.

**How to Apply**

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference: BOQ01535