See yourself in our team: This role sits within the CBA Retail Banking Services (RBS) Strategy function, which is accountable for developing critical strategies for long-term growth, defining the strategic roadmap, creating partnerships to broaden the bank's ecosystem, and driving sustainability for the Retail Bank.
The strategy team oversees the ongoing development of the RBS' strategy by advising and facilitating RBS leadership team discussions, preparing materials for the CBA Executive Leadership Team and the Board, and by collaborating on projects with leaders across the Retail Bank and the Group.
Reporting to the Executive Manager, RBS Customer Experience Strategy, the Senior Manager role will aid in the development of the CBA retail banking customer strategy across all aspects of the Customer Journey.
This entails transforming research and insights into a comprehensive Customer strategy, designed to bring about change and enhance the overall customer experience across both digital and physical.
Your responsibilities Business outcomes and leadership: Lead the development, articulation, and delivery of the customer experience strategy that delivers on enterprise goals including profitable customer growth, customer engagement, and NPS targets.
Lead the development and delivery of a performance management framework that directly ties customer experience and engagement activities to company financial performance metrics, including performance target setting, monitoring, and reporting through forums such as the Customer Action Forum.
Develop the centre of excellence on customer value streams/journeys by industrializing methodology, approach, and working with BU to map the customer journey and identify moments of truth, define the end-state vision, and identify opportunities for CX uplift, efficiency, and effectiveness in a front-to-back approach (Customer, Colleague, cost, and compliance).
Lead the development and delivery of the insights into the retail bank leveraging the Voice of Customer program and market research programs.
Leverage data, customer behavioural insight, and deep knowledge about business growth enablers to drive transformational change and deliver against organizational goals.
Champion the customer experience internally and drive customer maturity across the organization.
Collaborate and influence senior leadership and key stakeholders to integrate CX/UX considerations into business planning and decision-making processes.
Build, mentor, and lead a high-performing insights, CX/UX team, fostering a collaborative and innovative work environment.
Business Operations Partnership: Build constructive, collaborative relationships with Product and Channel owners across the bank, supporting these owners to deliver enhancements to our customer experience target state – ensuring appropriate trade-offs between customer and commercial outcomes are achieved.
Build effective relationships with our key suppliers to achieve better outcomes for our customers and business partners.
Risk Management: Effective role-modelling and leadership of Risk Culture within the business unit.
Ensure implementation of the Group's Risk Management Approach including adherence to policies; and the design, implementation, and testing of controls, including business continuity planning.
To be successful in this role, you will have: Tertiary qualification in Design, Strategy, Marketing, Business or related field.
5+ years' experience in Marketing, Product, CX, Strategy, and transformation with a proven track record of leading and delivering successful customer experience strategies.
Proven success in defining and delivering a strategy with a track record for driving change and growth outcomes.
Great strategic capability in balancing commercial outcomes and customer needs.
Ability to disaggregate and solve complex problems, considering both short and long-term objectives.
Strong commercial acumen with the ability to interrogate analytics, extract insights to inform effective customer experience strategy.
Strong understanding of customer experience design including user-experience and service design, design thinking/HCD methodologies.
Curiosity around the customer with proven experience in leveraging research, data, and insights to develop strategies to meet customer needs and change behaviours in digital and physical channels.
Ability to lead, influence, negotiate, inspire, and engage at all levels of the organization.
Sound storytelling, visualization, and stakeholder engagement skills to clearly communicate insights and complex concepts in an easy-to-understand way.
Proven experience in managing multiple projects and multiple stakeholders often with differing objectives.
Strategic leadership and agility: Challenges boundaries and drives change.
Ability to translate vision/requirements into operational plans and budgets.
Relationship management: Effective consultation and liaison skills with the ability to build rapport and mutually beneficial partnerships with internal and external stakeholders.
If this sounds interesting to you, APPLY NOW! If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application.
We're keen to support you with the next step in your career.
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Advertising End Date: 11/10/2024 #J-18808-Ljbffr
