Customer Engagement Platform Owner

5 days ago

Newcastle, Australia Greater Bank Full time

**About the role**

As part of the Marketing and Customer Experience team, the Customer Engagement Platform Owner will use their broad understanding of our customers, our market and business as a whole to make informed decisions about the direction and functional capabilities of the organisation’s customer engagement platforms, including our new CRM platform.

Managing a small team, you will help devise and champion the vision of the CEP’s goals and success measures to the business and the teams designing and implementing product changes and utilising the platforms day to day.

**What this position does**
- Support leaders across Sales Marketing & Distribution (SMD) and other divisions to develop, socialise and agree the Product Strategy and Roadmap for each product comprising the CEP as a tool for customer engagement, service and analysis
- Manage relationships with vendors for CEP product suite
- Manage the CEP product suite backlog and refine to reflect priorities, balancing benefit with effort, risk and technical complexity
- Owns customer testing, design testing, and UI/UX processes to ensure that the customer view is front and centre at all times
- Develops strong knowledge of the market sectors relevant to the organisation’s CEP
- Track emerging trends to inform the product roadmap.

**What we’re looking for**
- A senior, change-focused, IT literate individual, with in-depth knowledge of the technology capabilities needed to implement effective customer engagement in an organisation
- Talented facilitator and people and stakeholder manager, with ability to garner broad understanding, support and ownership of customer engagement plans, technology and ways of working across an organisation
- An analytical problem-solver with decision making ability and a high attention to detail
- Strong communication and stakeholder management skills (listening, influencing and persuasiveness), capable of dealing effectively with all levels of staff
- Previous experience as a Product Owner, or as a Product Manager who is comfortable directing/managing delivery teams
- Vendor management skills or experience working in a vendor/system integrator environment would be advantageous

**What can you expect from Greater Bank?**
- Award winning Financial Services Organisation
- Genuine focus on your career development with access to internal and external training
- More than just pay - Our health and wellbeing program is centred around work-life balance and flexibility
- Opportunity to make a difference in our community
- Work in an environment where people are at the heart of everything we do

**About us**

We’ve been helping the people of NSW and South East QLD with their banking needs for over 75 years. At Greater Bank, we are on a journey that is being driven by our people to ensure we remain positioned to support our customers for generations to come. Become part of the team that is helping to transform the way we do banking.

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