Job Description

• Newly created role due to organisational restructure.
• Make a meaningful impact while enjoying a flexible and supportive workplace.
• Enjoy flexible hybrid or remote work arrangements.

About the role:

It's an exciting time to join People First Bank as we continue to strengthen our customer advocacy capability, deliver significant transformation initiatives and enhance the experiences that matter most to our customers.

As part of this transformation, we've created a rare opportunity to establish and lead our enterprise-wide customer experience improvement framework. This newly created role offers the opportunity to work closely with senior leaders and executives, helping shape the future of customer experience across key journeys including Everyday Banking, Home Lending and Personal Lending.

Specifically, you will support the Head of Customer Advocacy to:

• Elevate visibility of journey customer experience and friction points to Executive level by way of committee establishment and ongoing operationalisation.
• Ensure that the enterprise framework for identifying, prioritising and governing systemic customer friction and experience risk across priority customer journeys is efficient and sustainable.
• Define and operationalise a “moments that matter” framework across priority customer journeys to track performance experience.
• Create and embed regular reporting on customer experience journey metrics for a senior leader and Executive audience.
• Work with key stakeholders to translate insights into strategic recommendations.
• Influence investment and transformation decisions specific to customer experience friction points
• Drive end to end customer experience governance and accountability across priority journeys.
• Embed customer journey measurement frameworks.
• Identify emerging risks and improvement opportunities.
• Strengthen reporting and performance frameworks.
• Drive enterprise-wide experience improvement initiatives.

What you'll bring:

You're a strategic and commercially minded leader who can turn complex data and customer insights into meaningful action. You thrive in collaborative environments, build strong stakeholder relationships and are confident influencing decisions at Executive level.

Specifically, we seek:

• Experience in customer experience, customer advocacy, strategy, transformation or a related discipline.
• Proven success leading enterprise-wide initiatives with strategic, financial or regulatory impact.
• Strong experience translating customer insights into business improvements and investment decisions.
• Advanced analytical, problem-solving and critical thinking capability.
• Experience establishing governance, performance and measurement frameworks.
• Strong stakeholder engagement and influencing skills, including Executive-level communication.
• Commercial and risk awareness within complex organisations.

• Experience with customer journey measurement and continuous improvement methodologies.

Qualifications in Business, Commerce, Economics, Finance, Data & Analytics or a related discipline will be highly regarded. Experience within financial services or highly regulated environments will also be advantageous.

Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Extend your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.

• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states.

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

Apply online now:

If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume.

We are committed to diversity and inclusion and support candidate requests for adjustments to