Job Description

This is a 12 month contract role

As our highly valued CX Manager, Digital Banking Transformation based in Brisbane, your role will help shape the future customer experience across Great Southern Bank’s mobile and online banking channels. Working within a major enterprise transformation program, you will ensure customer needs remain central to decision-making, supporting our purpose of helping every Australian own their own home.

You’ll make an impact by:

• Leading customer experience and service design activities across a large-scale digital banking transformation program.
• Using customer insights, research and journey mapping to identify opportunities and influence better customer outcomes.
• Collaborating with stakeholders across business, technology and delivery teams to align on customer-centred solutions.
• Applying service design principles, blueprints and experience frameworks to improve digital banking experiences.
• Helping teams navigate ambiguity, define problems, prioritise opportunities and make informed customer-led decisions.
• Championing the voice of the customer across program delivery, ensuring customer outcomes remain visible and measurable.

Do things differently with us

This is a rare opportunity to influence one of Great Southern Bank's most significant transformation programs. You'll work across mobile and online banking experiences that impact thousands of customers, partnering with senior stakeholders, delivery teams and specialists to create meaningful improvements that will shape the future of digital banking at Great Southern Bank.

To succeed in this role, you will have:

• Experience in Customer Experience (CX), Service Design, Digital Transformation or customer-led change programs.
• Strong capability in customer research, journey mapping, service blueprinting and workshop facilitation.
• Experience influencing stakeholders and driving customer-centred outcomes within complex delivery environments.
• The ability to work effectively through ambiguity, bringing structure, clarity and momentum to emerging challenges.
• Excellent communication, facilitation and relationship-building skills.
• Experience within financial services, banking, digital channels or other regulated industries will be highly regarded.

Why Great Southern Bank?

Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
• Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts.

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