As our highly valued Manager Customer Experience based in Brisbane's CBD, your role will be to be key part of a small but well-established CX design team, known for taking on the ‘tricky stuff’—complex, ambiguous, cross-functional initiatives—we bring structure, insight and direction where it's needed most. We’re part of the broader Digital Channels and CX function, working closely with colleagues in Customer Research, Data Analytics, Digital Sales, Digital Experience, and Online and Mobile Banking. The CX team has a reputation for being flexible and adaptive, working both collaboratively and independently on a range of different customer projects that support our Aspire strategy goals and support our purpose of helping all Australians own their own home. You’ll make an impact by: · Supporting the Senior Manager CX, in optimising Great Southern Banks key product & service delivery journeys and delivering other initiatives important to the customer office. · You’ll bring structure to ambiguity. You’ll help shape customer strategy, design new propositions, visualise journeys, and contribute to the development of personas and insight-driven decision-making. One day you may be mapping pain points in the home lending journey, the next you could be facilitating a cross-functional workshop or helping business units understand how to make better use of the CRM platform. · You will represent the CX team and the customer in bank wide initiatives and cross functional teams, while working on CX team ideas, designs and initiatives that transform the experience and propositions that our customers receive. · Use HCD techniques to identify member pain & gain points and derive design principles. · Ground sales and service improvement opportunities in facts (qual and quant research) and uncover unique insights to inform design, resulting in improved sales and/or customer satisfaction. · Develop business growth ideas for new customer propositions from insights, and prove them out through prototyping and customer testing. · Produce artefacts such as Journey Maps and Service Design blueprints. · Work with Product, Marketing, Digital or process delivery teams to sharpen ideas and come to a common vision of future state experience. · Lead ad-hoc customer projects or initiatives to solve unstructured business problems. Requiring conceptualisation, resource co-ordination, planning and change management of projects. Do things differently with us To succeed in this role, you will have: · 3 years’ experience in CX / Service Design/ Proposition design or Customer Strategy in B2C businesses · Project or change management experience. · Solid knowledge or experience in customer research or strategic customer projects. · Experience in financial services, especially home lending or small business banking (not essential) Why Great Southern Bank? Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include: · Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching. · Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week. · Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more! Imagine working for a bank that truly helps people. You can. Questions? Please contact our Talent and Experience Partner, Danielle Moore - danielle.moore@gsb.com.au At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day.
