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Your business Business & Private Bank (B&PB) offer a wide range of services and solutions to our small to medium, enterprise customers and our regional and agribusiness customers.
We also take care of our personal and institutional online trading customers and our premium personal Private Banking customers.
See yourself in our team Business Customer Solutions supports the full spectrum of customers' needs from the smallest businesses to the largest corporates. We have accountability for Cash Management, Payments, Business Lending and Commerce Solutions as well as delivery of analytical capabilities to support our business customers.
The Business Customer Experience team is accountable for managing the end-to-end business customer experience. This includes the development of the Business Bank NPS blueprint and driving key programs of work to achieve our advocacy ambition; Leading the design and ongoing management of customer level processes; Empowering and driving the business to pivot towards customer journeys through redesign of critical customer journeys, building capability across product teams and driving our 'Simple and Easy' continuous improvement program.
Do Work That Matters BPB exists to offer the best possible banking proposition for our business customers. One of our success measures is earning customer advocacy as measured by Net Promoter Score (NPS). With an ambitious goal of NPS for 2023, tactical and transformational improvement of our business customer experience (Cx) will be critical.
As an experienced Customer Experience (Cx) leader, you will drive customer advocacy through:
Setting the journey roadmap; redesigning our prioritised business banking journeys; ongoing measurement and optimisation of journeys
Supporting journey P&L owners to develop and deliver CI backlogs.
Being a thought leader, developing a strong understanding of the customer, community and shareholder value of Cx and influence across multiple segments and support function. This role reports to the General Manager, Customer Experience. You will directly lead a team of Senior Managers and Managers.
During journey redesign, you will lead cross functional teams.
More specifically, you will: As the Executive Manager, Customer Experience, you will be responsible for leading the team that will:
Define the most critical Business Banking customer journeys - those that will take us to a leading proposition - and work with senior executives to prioritise financial and resource capacity to deliver over the financial year
Work with our journey owners (Product GM and EMs) to;
transform the priority journeys using the Group's methodology, external & internal voice of customer and performance data, segment feedback, marketing and analytics teams
identify continuous improvement opportunities and solutions, that will remove customer or employee 'pain', or further elevate our customer delight moments
Work with the Customer Engagement team and Group Marketing to develop closed loop Cx Measurement approach for prioritised journeys
Develop the suite of loyalty, service and recognition Next Best Conversations (NBCs) with our Analytics, Data and Decision Science team
Evolve and run the "Simple and Easy" platform for BPB and ensure closed loop continuous improvement across products, segments and other units that support business customers.
Be the business owner for Financial Wellbeing initiatives, partnering with colleagues in Digital.
Champion the customer in discussions and business decisions
To help us deliver a better future for Business Customer Solutions, you will ideally have:
8 + years in Customer Experience design and research leadership
Experience leading design and implementation of customer journeys in a large organisation
Demonstrated knowledge of Business Banking
Bachelor of Business / Commerce
Lean Six Sigma (desired)
Your Development If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.
If you're already part of the Commonwealth Bank Group (including Bankwest), 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.