Senior Manager, Customer Experience
vor 1 Monat
Full time
As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.
Company DescriptionAs a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference.
Job DescriptionIn this newly created position, The Senior Manager, Customer Experience plays a critical role supporting the development and delivery of AFCA's Customer Experience strategy. The Senior Manager will develop and drive our Customer Experience strategy whilst leading our current Member & Customer Experience team members. This is an exciting chance to have a real impact on our Customer Experience journey at AFCA.
Working closely with the Head of Membership Services, this role will support the creation and successful delivery of operational excellence customer experience best practice. The role will lead a team of skilled customer experience professionals and support teams by leading the development of the customer experience framework for consumers and members. The Senior Manager role will identify, support and drive process recommendations, end to end reviews and support AFCA to identify opportunities for improvement always with a focus of best practice customer experience.
Typically, in this role you will:Lead the development of the Customer Experience Strategy at AFCADevelop, facilitate and collate Consumer and Member research and feedback activities including surveys, focus groups, and other voice of customer inputs.Use this data to inform best practice and prioritisation of activities across AFCA, working closely with Operational Excellence, Operational Delivery, Rules and Decision makersWork closely with external stakeholders, industry groups and regulatorsCreate and execute a body of work to drive customer excellence, being data driven, curious and focused on what it means to provide customer experience best practiceCreate and maintain a calendar of events for member engagement, including forums, webinars, roadshowsLead the content development for consumer and member engagements as above, plus newsletters and other communicationsProject management and coordination that is required to seamlessly deliver these engagementsChange management with members and internal stakeholders helping drive execution of suggested recommendationsBuild and maintain strong relationships with operational teams and work closely with an aligned approach to building value for our customersQualificationsDeep experience leading a high performing team focused on exceptional customer experienceDemonstrated project management methodologies with a focus on constant collaboration and working in iterationsRelevant tertiary qualifications and/or post graduate qualifications in customer experience best practice and change managementDemonstrated ability to scope and deliver successful customer experience initiativesUnderstanding of government and regulatory processes is desirableAbility to champion change and influence stakeholdersSuccess managing a diverse customer experience function and resources within a complex and changing environment.A track record of driving performance excellence through team building, coaching and mentoring, performance feedback, and managing under-performance.Proven experience to lead and sustain changePersonally, resilient with high levels of self and situational awareness and emotional intelligenceAdditional InformationBOSS Best Places to Work 2024 – credited for its culture, engagement and flexible working arrangements.Employer of Choice Public Sector and NFP – Australian HR Awards 2023Accredited as a Family Friendly WorkplaceHybrid working from home and our state-of-the-art office and facilities designed for collaboration, and wellbeing. We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you.Progressive and inclusive leave entitlements, including flexible public holiday leave, women's health leave, 18 weeks paid parental leave, sorry business leave, early and advanced pregnancy loss leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development.Not For Profit salary packaging benefits.Life at AFCAOur people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish
To apply:If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don't meet every single criterion.
We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that's fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at ******. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply.
AFCA is a 2024 Circle Back Initiative Employer - we are committed to responding to every applicant.
The Australian Financial Complaints Authority (AFCA) is the one-stop-shop for consumers and small businesses with a complaint about banking, credit, insurance, superannuation, investments and advice. We provide fair, independent and effective solutions for financial disputes.
Established in 2018, AFCA is Australia's only ombudsman service for the financial services sector. We work with consumers, small businesses, industry, regulators and Government, to raise standards and reduce financial disputes through innovative solutions, education and communication. We deliver to the Australian community services that are easy to use, free for complainants, efficient, timely and impartial.
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