Senior Manager
- Recruiter
- Westpac Group
- Location
- Sydney, New South Wales, Australia
- Salary
- Not Specified
- Posted
- 05 Feb 2016
- Closes
- 17 Feb 2016
- Ref
- 1138570
- Contract type
- Permanent
- Hours
- Full time
- Experience level
- Manager
The role of the Customer Insights team is to ensure we are listening to our customers, through formal feedback sources (including surveys and research) and informal feedback, that we are working with each business unit to identify customer insights, and to develop and oversee the action planning to drive continuous improvement from those insights.
This position exists to champion the voice our customer through two main programs of work:
Customer Insights
Work with individual Business Units to ensure that we:
Obtain customer feedback which is a true representation of customer “voice” and which will assist the business meet its strategic goals
Identify insights and trends to drive change for the customer both within business units and across the Group
Govern the action planning process, support the business in actioning customer insights, and report on outcomes
Synthesise customer feedback from all sources to identify insights and trends across customer segments and business units.
Engage with senior business stakeholders, including BTFG's Senior Management Team, to present current themes and trends from customer insights and agree actions to drive outcomes from those insights
Customer Centricity Program
Coordinate a series of integrated initiatives that embed customer centricity across BTFG to:
Build awareness by bringing the customer to life and create an understanding of both our customers' journey and the journey of our people to deliver service.
Influence and motivate the attitude of our people to obsess about making the end to end experience easier.
Create opportunities to identify clear actions for improvement and drive ownership of these actions.
personal requirements
Behavioural Capabilities
Excellent interpersonal and relationship management skills
Superior presentation and facilitation skills
Influencing and Networking Skills
Proven team player
Superior analytical and problem solving skills
Ability to collate and interpret data from many sources
Strong organisational and time management skills
Change management skills
Knowledge and Experience
Five (5) years+ relevant industry qualifications/experience
Customer Experience and Research background highly desirable
Customer Service experience and an understanding of a Contact Centre/Operations environment desirable
Senior stakeholder engagement to deliver and recommend actions to address customer insights
Westpac Group is an equal opportunity employer. As part of our commitment to creating a diverse and inclusive workplace, this role is open to experienced candidates seeking a discussion around workplace flexibility.
Please apply online if you're interested in joining us.
personal requirements
Behavioural Capabilities
Excellent interpersonal and relationship management skills
Superior presentation and facilitation skills
Influencing and Networking Skills
Proven team player
Superior analytical and problem solving skills
Ability to collate and interpret data from many sources
Strong organisational and time management skills
Change management skills
Knowledge and Experience
Five (5) years+ relevant industry qualifications/experience
Customer Experience and Research background highly desirable
Customer Service experience and an understanding of a Contact Centre/Operations environment desirable
Senior stakeholder engagement to deliver and recommend actions to address customer insights
Excellent knowledge of BTFG products, services, systems and processes