Associate Director, Customer Experience Strategy & Insights

Job Description

Critical strategy role to make an impact and create better customer outcomes Can be based either in Sydney or Melbourne Hybrid working 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. Do work that matters The purpose of this role is to support the improvement of IB&M's various customer experiences, by developing customer feedback capabilities, performing customer insight analysis and developing and implementing the right customer experience strategies. Key responsibilities: Customer Experience (CX) strategy: Develop strategies to improve, optimize and re-imagine end-to-end customer journeys and improve the customer experience. Customer experience / journey mapping: Map end-to-end journeys and identify key insights around customer objectives, jobs-to-be-done and pain points to be resolved. Ensure the maps can be easily consumed by decision makers and business and technology teams that will design and implement new solutions. Customer insights and analysis: Produce actionable, value-add customer insights from our various customer feedback sources and help drive NPS improvement. Facilitate workshops and engage teams: Work with a broad range of business, technology, risk and operations teams to support the above objectives. Support customer, digital and business transformation: Support the development of innovative solutions, services, products or propositions. Take a customer-first approach to developing business processes, data and technology insights that enable an improved customer experience. We’d love to hear from you if you have: Significant experience in a customer experience strategy, digital strategy or customer strategy role within a leading consultancy or a large corporate organization. Deep experience in customer journey mapping, experience design and transformation road mapping. Deep experience facilitating workshops and engaging cross-functional teams to develop journey maps and experience strategy and/or digital roadmaps, and/or target operating models. Proven ability to distill significant amounts of quantitative and qualitative information from multiple data sources into actionable business insights and clear, compelling narratives. Exceptional presentation skills, you should be able to create executive presentations and artifacts. Knowledge of modern design and strategy methodologies: Agile, Lean, Design Thinking. Demonstrated ability to build strong relationships with others and work collaboratively in teams. Proficiency and sound working knowledge of business analytics tools such as Excel. If you have the right skills and experience, please apply now! Working at CommBank At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in. 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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 04/03/2025 #J-18808-Ljbffr