Associate Director, Customer Insights

8 hours ago

Sydney, Australia Commonwealth Bank of Australia Full time

Associate Director, Customer Insights

**See yourself in the team**:
Institutional Banking and Markets (IB&M) is responsible for leading the Group's relationships with major corporate and government clients and institutional investors, and provides a full range of capital raising, transactional and risk management products and services. The division also performs a meaningful internal role for the Group by providing equities, markets, lending and transaction banking execution capabilities to other CBA business divisions that allows them to capture opportunities with business customers.

The purpose of this role is to Industrialise and develop IB&M's client insight and feedback capability and help integrate customer insights into every part of the business

**Core responsibilities**:

- Produce actionable, value add customers insights from our various customer feedback sources and help drive NPS improvement
- Own, develop and enhance our customer feedback channels (inc. Customer Panels, forums, customer surveys, etc.)
- Working with our customer analytics teams, own, develop and enhance insight generation from our internal data sources (e.g. CRM data, NPS surveys, Complaints, Digital Feedback)
- Own, develop and enhance insight generation from our partner-based customer insight and NPS data
- Work with stakeholders across IB&M to develop strategies to integrate customer insights into key decision making, operational, product, service and design processes
- Manage and develop a program of customer insights content delivered through our customer insights portal.

**What you'll bring**:

- 4+ years experience in banking, consulting or large corporate experience
- Proven ability developing and managing a customer insights, analytics or feedback capability within a large corporate (banking preferred)
- Proven ability to distil significant amounts of quantitative and qualitive information from multiple data sources into actionable business insights and clear, compelling narratives.
- Deep ability to navigate a complex domain and engage with stakeholders across all levels.
- Demonstrated experience in communicating effectively, including clear, concise and insightful briefing papers, presentation and reports and to create innovative data visualisations that communicate strategic insights.
- Significant experience and sound working knowledge of business analytics tools such as Excel, Power BI, or others (preferred)
- Proven experience in creating and facilitating workshops with customers and internal teams

**If this sounds like you, APPLY TODAY**

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Advertising End Date: 24/09/2024

Job ID REQ219062

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