At | Head Of Everyday Banking | Perth
vor 2 Wochen
Base + Super + 3 days onsite, 2 days WFH
About the role
As the Head of Everyday Banking, you'll be responsible for the strategic direction and operational management of our bank's deposit products, including savings, term deposits, and transaction accounts.
Your role will encompass the oversight of end-to-end customer experiences across all service touchpoints and digital channels, ensuring cohesive, member-centred, and high-impact journeys.
You'll lead the vision, strategy, and roadmap for digital product innovation, driving member satisfaction and engagement.
In this role, you'll design and implement customer journey enhancements, maintaining a seamless and responsive experience across all channels.
You'll ensure that customer satisfaction metrics are met through a focus on service excellence.
Additionally, you'll define and oversee the digital product roadmap, working with cross-functional agile teams to execute the digital strategy in alignment with the bank's overall vision.
Integrating market and member insights will be crucial to drive ongoing improvements.
Collaboration is key, as you'll work closely with the Head of Lending and Product Operations to align and integrate product strategies for a cohesive offering.
You'll also partner with internal teams and external partners to enhance both digital and physical customer experiences.
Leading a team focused on digital innovation and member experience, you'll promote a culture of collaboration, accountability, and continuous improvement.
Key Responsibilities
Lead the strategy, development, and performance optimisation of deposit products.
Design and implement customer journey enhancements.
Define and oversee the digital product roadmap.
Work with cross-functional agile teams to execute the digital strategy.
Integrate market and member insights for ongoing improvements.
Collaborate with the Head of Lending and Product Operations.
Partner with internal teams and external partners.
Lead a team focused on digital innovation and member experience.
Promote a culture of collaboration, accountability, and continuous improvement.
Achieve high performance by aligning team goals with organisational strategy.
Develop and maintain a highly engaged, collaborative, and supportive team environment.
Ensure compliance with all policies, procedures, and industry standards.
Demonstrate ownership and management of risk and compliance across your work.
Report incidents, compliance failures, or breaches of policies in a timely manner.
Complete relevant risk and compliance training in a timely manner.
About You
The ideal candidate will possess the following qualifications and experience:
Degree in Business, Finance, or related field
MBA or advanced qualifications preferred
Leadership in Digital and Customer Experience : 10+ years of experience in digital product management, customer experience design, or related roles, with at least 5 years in a senior leadership capacity overseeing cross-functional teams.
Financial Services Expertise : Comprehensive experience with deposit products, including savings, term deposits, and transaction accounts, within the banking or financial services industry.
Customer Journey Optimisation : Proven track record of designing and implementing end-to-end customer journeys that improve engagement and satisfaction across digital and physical channels.
Digital Strategy and Innovation : Extensive experience in setting digital product strategies, developing roadmaps, and delivering transformative digital experiences in alignment with company goals.
Agile & Cross-Functional Leadership : Skilled in leading agile teams and collaborating with diverse departments, including Marketing, Technology, and Compliance, to deliver integrated customer solutions.
Data-Driven Decision Making : Strong analytical skills with experience in leveraging data insights to drive product performance, customer engagement, and strategic planning.
Digital Product Management : Expertise in digital product visioning, roadmapping, and managing digital channels, with a strong foundation in customer-centric design and agile methodologies.
Customer Experience Design : Advanced skills in end-to-end customer journey mapping, integration, and optimisation across physical and digital touchpoints.
Deposit Product Expertise : In-depth understanding of deposit product structures, market positioning, and regulatory requirements for savings, term deposits, and transaction accounts.
Analytical & Strategic Thinking : Ability to analyse data-driven insights and competitive trends to drive digital and deposit product strategies, improve user engagement, and meet financial objectives.
Stakeholder Collaboration : Proven capability to engage, influence, and manage expectations across departments, with a focus on aligning strategies for unified product and service delivery.
Leadership & Team Development : Demonstrated experience in leading cross-functional teams, fostering a high-performance culture, and nurturing talent within digital and customer experience functions.
Communication & Presentation : Strong presentation and facilitation skills for executive-level communication, with the ability to represent digital and customer experience goals persuasively.
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.
How to apply
Please click the APPLY button and follow the prompts.
For a confidential conversation, please contact Lyndsay Flett, ******
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.
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