Komātoutēnei| This is Us

We have an opportunity for akiritaki(customer) focussed product professional to join our wider Customer, Products and Services (CP&S)tīma(team) as SeniorCustomer Experience Manager

This is an exciting opportunity to be part of key transformation journeys to help shape the future statecustomersexperience through data and new capability. 

MōteTūranga| About the Role

We sat down with our Head of ACER, andshelet us know the following about thetūranga(role). 

What are 5dayto day tasks the person in this role will complete?

• Lead andfacilitatedesign workshops to communicate current and intended future state experiences

• Fully understand the experience of key Consumer segments and provide direction on areas of focus​

• Lead initiatives to develop the approach forkey customer propositions,customer lifecycle management and inform customer-centred initiatives across the Consumer segment​

• Deliver best practice customer experience and Human Centred Design techniques, working end-to-end across all channels and touchpoints​

• Contribute to the identification of opportunities to increase acquisition, entrenchment, retention, advocacy and reduce customer complaints

What is the most exciting thing about this opportunity?

​This role will strengthen,optimiseand transform our customer and colleague experiences!You will apply design thinking frameworks, conduct customerresearchand analyse a range of customer data sources to generate customer insights to support the development of customer propositions across multiple workstreams.

What projects / work will the candidate be working on now and into the next year?

Working across multiple work streams,projectsand initiatives, you will apply design research and analyse a range of customer data sources to generate customer insights to support the development of customer propositions.

What is thetīmaculture and environment like?

We havea very openand inclusivetīmaWe'reknowledgeableand alsolooking to share and develop our experiences.

What attributes will this person displayin order tobe successful in thistūranga? 

 We are looking for someone who iskiritakiobsessedand are skilled at building strong working relationships across thebank! You will also have:

• Customer experience design (Design Thinking / Human Centred Design) including customer journey mapping and design research

• Strong research skills with the ability toleveragea number ofdata sources toprovideactionable insights to drive changes across key performance metrics.

Nau Mai kitePēkeo Aotearoa | Come to the Bank of New Zealand