MyWealth Customer Insights Manager
The Business
CommBank recently announced MyWealth, an Australian first in creating personal wealth online. MyWealth makes it easy for everyday Australians to research and invest in a wide range of opportunities. With customer focused daily news, features and expert insights from our in-house newsroom and an active community of investors, MyWealth gives CommBank's customers the information they need to invest with confidence.
The Customer Experience team is responsible for governing the overall MyWealth user experience. By utilising customer research to develop insights we maximise customer satisfaction ensure MyWealth provides an optimal customer experience.
The Opportunity
Reporting to the Executive Manager Customer Experience, the Customer Insights Manager is responsible for improving the overall customer experience satisfaction for MyWealth.
Using customer centricity as a key guiding principle, the following will be a major component of the role:
- You will understand overall MyWealth strategic direction and use this knowledge to develop best in class research and insights activities.
- You will monitor and report ongoing customer satisfaction score trends, and recommend corrective actions and opportunities for improvement; including tracking score for KPI purposes.
- You will work with various business and build teams to organise and manage concept and user testing activities in support of product and platform iteration and evolution.
- You will work with stakeholders including Product Owners, Business Analysts, Scrum Masters, and the Customer Experience team to understand key areas for analysis and prioritisation.
- You will engage stakeholders across the Group to stay informed of other research activities that could be used to further MyWealth business goals.
- You will promote learning's about our customers, their perspectives and their behaviours into the wider MyWealth/Digital team and other stakeholders.
- You will translate customer insights into actionable activities in the context of business targets and strategic priorities.
- You will organise and communicate customer insights, primarily by delivering, analysing and synthesising market customer research findings to help drive a customer-centric culture.
- You will Champion our understanding of customer segments by providing additional analysis and insights about the MyWealth customer base and their behaviours.
- You will highlight key customer pain points and service break points that if addressed will drive key business outcomes.
What will help you succeed?
- You possess a passion for insights, statistics and customer analysis.
- You have a demonstrated ability to engage with stakeholders and create research briefs according to best-practice principles.
- You have experience working with Analytics teams to analyse available customer data.
- You possess the ability to present analytical findings in a clear and concise manner.
- You have proven experience delivering consumer and market insights
- You have completed Tertiary qualifications in either Marketing, Business, Commerce, Psychology, Economics or other qualitative and quantitative-methods/disciplines.
- You have the ability to manage multiple, concurrent analyticaland research projects whilst being able to prioritise workload and work with minimal supervision.
- You possess strong stakeholder management skills involving extensive contact with diverse groups including IT, Digital Channels, Business representatives, Legal Compliance.
- You have experience with formal informal usability reviews and usability/concept testing sessions.
- You have experience with various tools including AB Testing, Test and Learn capabilities, and heat mapping
- You like a fast-paced, start-up environment.
If you are passionate about optimising customer experience then this may be the opportunity for you! Please apply online.
Advertised:
24 Sep 2013 Aus. Eastern Standard Time
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