Head of Lending Experience

4 days ago

Melbourne, Australia Defence Bank Full time

**Introduction**:
About us.

A unique life requires a unique bank.

Defence Bank is a member-owned bank that has been proudly serving the Defence Community for 49 years. With over 28 branches across Australia and our award-winning app, Defence Bank is where our members need us - anywhere, anytime.

The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. Our branch network and support office teams work collaboratively to offer tailored banking solutions that support the Defence Community throughout their banking journey.

We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.

**Description**:
The opportunity.

The Head of Lending Experience is a key senior leadership role that is accountable for optimising the end-to-end lending experience eco system to reduce member effort, increase advocacy and optimise commercial performance.

**This senior position is accountable for**:
Defining and tracking the experience and commercial metrics across the lending journeys.
Development and ongoing grooming of a feature and capability backlog that supports experience and commercial targets, which will be achieved by:
Analysing current performance.
Identifying, quantifying and prioritising pain points, inefficiencies and/or improvement opportunities in collaboration with key stakeholders across the bank.
Coordinating delivery activity with internal and external stakeholders/vendors.
Being externally aware of member feedback and innovations in the market

Supporting delivery (on an iterative basis via releases) of new features/capabilities by coordinating delivery activity with internal and external stakeholders/vendors.
Managing a budget for additional features/functionality and building mini business cases for features (i.e. cost and value).
Owning our Cloudcase vendor business relationship including the analysis of capability, commercials (contracts, procurement etc.) and act as a single point of contact for end-to-end vendors.

**Skills and Experiences**:
About you.

You have 5 -10 years in lending operations, understand credit assessment and have knowledge of the associated risk and compliance obligations, ideally as a people leader. You will have had exposure to project delivery with ideally some knowledge of Agile delivery principles, as well as an understanding of journey maps and backlog creation & prioritisation.

To be considered you will have demonstrated experience or skills in:

- Delivering change and experience in documenting business requirements, business cases and vendor management.
- Challenging the status quo.
- Being the voice of the Member and front line.
- Building strong stakeholder relationships.

**You will have the opportunity to**:

- Contribute directly to banks’ lending commercial & experiential performance.
- Reduce Member effort & improve NPS.
- Enable and influence omni channel.
- Influence operational & distribution teams.

We count on you. And you can count on us.

**We have a great range of employee benefits including**:

- Corporate wardrobe allowance.
- Savings and discounts across our range of products and services.
- A "Thank you" day - each year our employees receive one additional day of paid leave.
- Access to our internal "reward and recognition" platform - vouchers, discounts, e-cards and much more

Interested? We'd like to hear from you. Click to apply.

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