Customer Improvement Manager
2 weeks ago
About the role
Based at any of our head office locations, this permanent, full time Customer Improvement Manager Role will form part of a unit that reports to the Senior Manager Process Improvement and will be a key influence in the Operational Enablement Function that focuses on supporting process efficiency and compliance, customer experience enhancements, financial returns for the enterprise and improving the employee experience.
Working within an agile environment, you will be responsible for understanding what matters most to our customers experience, predominately via phone and in relation to other interaction points our customers may utilise; such as in person, Social Media, Digital, branches, feedback surveys and through our website. Through understanding, you will design relevant and actionable solutions to improve how we better service our customers future financial needs. You will lead this program of works by integrating available customer data and investigating existing process gaps from a diverse array of sources and bring to the role best practice understandings and thought leadership in the areas of customer experience improvement, customer journey mapping, insights and solutions delivery.
You will work closely with other members of The Operational Enablement Department to review opportunities to support the Bank to become more customer focused. You will also work broadly across all business units to ensure a good understanding of the customer experience. The role will liaise closely with the Marketing and Engagement teams, Customer Insights and Analytics, as well as the Customer Contact Centre’s Delivery, Sales, Service and Implementation teams, to deliver on these solutions.
This role will require flexible working hours to meet business needs and interstate travel as required. We offer a hybrid model with an expectation of 2 days per week office based for this particular role.
About you
**To be successful in this role you will have**:
Deep knowledge of data analytics
Knowledge of process mapping techniques
Knowledge of KPI and benefits reports
Desired experience in front line service improvements
Desired knowledge of improvement techniques such as Lean and/or Six Sigma
How to apply
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