Teachers Mutual Bank | Cx Manager | Strathfield
vor 2 Wochen
Base + Super + 3 days onsite, 2 days WFH
About the role
As a CX Manager, you will be responsible for designing and advancing contemporary customer journeys across the bank.
This role focuses on strategically elevating the customer experience, moving the organisation from its current state to target state experiences.
You will collaborate across teams to align customer touchpoints with our vision of an integrated, seamless, and customer-centred journey.
Key Responsibilities:
Customer Journey Design : Lead the development of end-to-end customer journeys, identifying and addressing gaps to create cohesive, intuitive experiences that drive satisfaction and loyalty.
Strategic CX Planning : Establish and implement strategic plans to transform current customer journeys into future-state models, aligning with the bank's overall vision for customer excellence.
Cross-Functional Collaboration : Work with departments across the bank—such as Digital, Marketing, Operations, and Compliance—to ensure consistent and integrated experiences at each customer touchpoint.
Customer Insights & Data Analysis : Leverage customer insights, data analytics, and journey mapping to inform improvements and innovation, ensuring that customer experiences are data-driven and aligned with customer needs.
CX Best Practices & Innovation : Stay up to date on industry trends and customer experience best practices, applying innovative approaches to enhance customer interactions and journey touchpoints.
Stakeholder Engagement : Collaborate with key stakeholders including the Head of Everyday Banking, Head of Lending and Product Operations, Digital Channels, Marketing, Risk and Compliance, and Customer Support.
Vendor Management : Partner with vendors, customer insight firms, and industry associations to enhance customer experience initiatives.
Risk & Compliance : Ensure compliance with all policies, procedures, and industry standards, including EEO, FSR, WH&S, COBCOP, NCC, Privacy, Discrimination & Harassment, and Workplace Bullying.
Reporting & Analysis : Report incidents, compliance failures, or breaches of policies to management or Risk in a timely manner and demonstrate ownership and management of risk and compliance across your work.
Training & Development : Complete relevant risk and compliance training in a timely manner and ensure direct reports comply with legal and regulatory requirements.
About You
The ideal candidate will possess the following qualifications and experience:
Bachelor's degree in Business, Marketing, Design, or a related field.
Minimum of 5 years in customer experience design, journey mapping, or related roles within financial services or a comparable industry.
Experience in digital customer experience design and implementation.
Experience in leading cross-functional projects and working collaboratively to enhance customer-focused outcomes.
Proficiency in customer journey mapping tools and data analytics.
Strong strategic thinking and ability to translate insights into actionable CX improvements.
Excellent communication and collaboration skills to influence change across departments.
Knowledge of best practices in customer experience, customer journey design, and CX strategy development.
About us
Teachers Mutual Bank Limited is one of the largest mutual banks in Australia.
We are a globally-recognised socially responsible bank with profit-for-purpose as our business model and philosophy.
At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.
We are proud to serve some of Australia's essential workers in education, emergency services and healthcare.
We believe they deserve a bank that does good for their community.
We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.
Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.
We work under a hybrid-working model to provide flexibility in the workplace.
For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at or find us on LinkedIn
How to apply
Please click the APPLY button and follow the prompts.
For a confidential conversation, please contact Lyndsay Flett, (emailprotected).
Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process.
By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd. #J-18808-Ljbffr
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