CAREERS & JOBS (LOYALTY & CX)

Great Southern Bank is hiring: Senior Manager Customer Research & Insight (Australia)

As our highly valued Senior Manager Customer Research & Insight, you will work collaboratively, managing relationships with internal and external stakeholders, championing customer-led decision making and driving the continued transformation of Great Southern Bank to a customer-centric culture. You challenge the status quo, keeping up to date with the latest developments in Customer Experience Measurement and insights generation, to inform and evolve the ongoing development of the bank’s strategic roadmap.

This position is open to candidates located in Brisbane or Sydney, with the flexibility to work from home two days a week.

You’ll make an impact by:

You will lead Great Southern Bank’s Customer Research and Insights practice, driving the Voice of the Customer through the Bank. In this role you:

• Lead the Research and Insights capability with direct alignment to the Bank’s strategic outcomes, priorities, and KPI’s. Your team acts as the central knowledge hub for customer insights and competitor / industry intelligence within the Bank.
• Lead complex and high profile quantitative and qualitative research pieces, providing evidence-based insights and strategic recommendations to drive continued business growth and improved customer experiences.
• Maintain ownership for the measurement of the Great Southern Bank’s customer corporate KPI (NPS), providing regular insight reporting to the Chief Customer Office & Executive Team with focus on actionable insights and customer pain point remediation.
• Use strategic foresight for the development of insights presentations to support the Bank in its decision making (right insights, at the right time) by maintaining an understanding of the corporate strategy and competitive landscape.
• Maintain responsibility for legislation and market research best practice compliance, as well as adherence to internal controls, policies, and procedures.

You simultaneously manage the following multiple programs and projects including strategic oversight, ensuring they are delivered to time, scope and budget:

• Voice of Customer (VoC) Program, providing real-time customer feedback extending across the Bank’s service channels and product experience journeys.
• Customised Brand & Advertising Tracking Study, measuring the Bank’s brand health / equity, brand positioning and advertising effectiveness.
• Financial Services Syndicated Tracking Study, measuring the Bank’s Corporate NPS KPI and benchmarked performance across key channels and products.
• Product panel and customer research panels, informing our product value proposition design.
• Internally managed Customer Research Panel.
• Adhoc customised qualitative and quantitative research projects as required.

Do things differently with us

To succeed in this role, you will have:

• Extensive experience leading quantitative and qualitive research projects across diverse topics, as well as Net Promoter Score / Voice of Customer programs.
• Strong in the use of triangulating internal and external data inputs to inform strategic insights, recommendations and inform areas of competitive advantage.
• Experienced and confident in the design, analysis and use of customer insights for KPI measurement; experience enhancement; brand and advertising development and evaluation; and proposition design.
• Exceptional interpersonal skills. You are a multi-disciplined leader able to collaborate with stakeholder’s enterprise wide including the Senior Leadership Team, data and analytics, Customer and Digital Experience, marketing and communications, digital channels, and frontline service channels.
• A driver and a doer who can keep the big picture and organisational impact front of mind while delivering practical and tactical solutions on time and to budget and quality expectations.
• Organised, able to manage multiple tasks and lead prioritisation of initiatives and resources.
• Able to work seamlessly with external vendors to build relationships and maximise impact.
• Excellent written and verbal skills, with the ability to present to large audiences.

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.

Source: Great Southern Bank