Customer Journey

5 days ago

Melbourne, Victoria, Australia Bendigo & Adelaide Bank Full time

About us

With more than 160 years of history, we are proud of our position in the community with more satisfied customers than any other Australian bank. Every day, we work hard to bring our company purpose to life, feeding into the success of our customers and communities and not off it.

We're more than just a bank with banking products. We change the lives of customers and communities. Commercial actions with heart

Our time is now. We are challenging the status quo and we're excited about our future

About the role

We are transforming, modernising and simplifying and you can be part of that Our community is a place to thrive in if you enjoy working in a changing environment and thinking of creative solutions.

Join us as a Customer Journey & Experience Lead to lead our enterprise customer experience design whilst leading a small team (service design). You'll be a key member of the Enterprise Business and Experience design function within our Technology and Transformation division. You will work across divisions and programs of work to deliver great experiences for BEN.

**In this role you'll get to**:
Embed a human centred / design thinking approach to problem solving and solution design.
Own the Customer Experience Framework and Principles for the organisation.
Reinforce the need to lift business aspiration and face into transformational, not incremental change, that will deliver sustainable change for our customers, employees and partners.
Ensure initiatives are aligned and connected to broader business strategy, KPI's, CX principles and desired customer, employee, and partner experience.
Represent desired customer, employee and partner experiences in all relevant forums.
Collaborate across divisions and strategic programs on design and delivery of key capabilities and initiatives.

About you

You'll have experience leading strategic planning, business design and customer experience functions and/or initiatives.
You will have experience and a tool box to design key experience deliverables such as persona's, journey maps, service designs
You'll have the ability and experience to navigate working in a large, complex and commercial environment.
Excellent skills to influence senior stakeholders and partner with external partners and providers to deliver value, within agreed scope, timelines and budget.
Demonstrated understanding of the interplay between people, process and systems.
Understanding of customer experience trends and expectations across a variety of industries.
You'll have great strategic planning, consulting, business design, design thinking, customer experience, Agile coaching and facilitation skills.

Why us?

There's so much more to a career with Bendigo and Adelaide Bank than just banking.

Working with us opens the door to a whole lot more than a fee free account. Get real benefits, work life balance and flexibility. We offer various leave benefits as well as banking benefits which can you give cash back in your pocket, shopping discounts, novated leasing options and we can support financially if you wish completed further studies.

Bring your brilliant mind and we'll help you take your learning to the next level with on the job training and external development opportunities - we want you to shine. After all, YOU are the difference that makes us the better big bank.

Be quick to apply Applications will be reviewed as they are received and may close before the listed closing date.

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