• Shape the future of customer experience in banking  

• Exposure to a diverse range of stakeholders at senior level  

• Join a collaborative team where your voice matters 

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else.  Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand  

As the Senior Consultant, Customer Experience you will join the Personal Everyday Banking, Customer Experience team that’s doubling down on becoming the voice of our customers whilst driving meaningful change across our banking products and services. 

Each day, you’ll go above and beyond to:  

• Own key Domain wide customer forums to help illuminate voice of customer and help the Domain glean better visibility of the issues that are most important to our customers. 

• Bringing Voice of Customer into investment and decision making at all levels of the Domain 

• Lead Thematic programs of work stemming from Customer Voices Program and/or customer data insights - standing up and leading working groups to ensure governance and delivery. 

• Analyse complaints, Voice of Customer, survey data and customer verbatim to uncover root causes and emerging risks, preparing analytics for executive teams and business critical decisions. 

• Elevate customer pain points through appropriate governance forums and advocate for resolution. 

• Partner with product, digital, operations, risk and compliance teams to influence solution design and delivery. 

• Ensure customer impacts and regulatory expectations are clearly articulated and considered in decision making. 

• Provide targeted CX reporting and insights to senior leaders to inform prioritisation and strategy 

• Contribute to uplift of customer centric capability and culture across the business. 

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:  

• Previous experience in Customer Experience, customer advocacy, complaints, operational improvement or related fields preferably within the financial services/banking industry.    

• Demonstrated experience delivering large-scale projects or complaints-led insights programs.  

• Experience influencing delivery across product, digital, operational and risk teams.  

• Ability to manage stakeholders, build strong relationships and influence outcomes is essential for this role.  

• Strong analytical skills with a strategic mindset.