Manager, Market Insights Commonwealth Bank of Australia, Perth, Australia
You are a passionate research professional who can connect multiple sources of information into a clear story.
We are a value-driven team who champion a customer-centric culture.
Together we can help build a brighter future for all and really make a difference.
See yourself in our team The Customer, Marketing and Communications team brings together all the key functional teams responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers. We create and deliver customer-led propositions, share ideas and insights to influence customer-led thinking across the business, and create and deliver a compelling story to help all our audiences (colleagues, customers, the community, partners, stakeholders, and the local government) understand who Bankwest is.
Do work that matters The Market Insights Manager helps bring to life both the spoken and unspoken needs of our customers and delivers actionable insights that help Bankwest deliver best-in-class customer experience as a digital bank. Working closely with the Customer Strategy leads, you will ensure that we are bringing together multiple data points and signals to understand how we can tangibly remove the pain points felt by customers and delight them by exceeding their expectations.
Your responsibilities will include: Supporting the design and delivery of actionable customer NPS and CX insights helping Bankwest deliver best-in-class customer experience. This involves managing syndicated and proprietary survey programs, identifying the key opportunities, surfacing relevant insights, and partnering with stakeholders to drive improvements. Proactively identifying opportunities to continually refine and improve the CX research program and delivery of actionable insights to meet the evolving and expanding needs of Bankwest. Designing research projects, delivering key research findings (including KPI reporting), presenting results, and influencing decisions on the above topics amongst key stakeholders and leadership forums. Identifying, selecting, and managing third-party vendors in accordance with agreed budgets, target outcomes, and risk management policies and practices. We're interested in hearing from people who have: High level of intellectual curiosity, a passion for driving results, and a strong growth mindset. High level of experience in translating data into information, information into insight, and insight into action. Strong written and verbal presentation skills (PowerPoint and Word), and the ability to present technical concepts to non-technical audiences, particularly through storytelling. Strong stakeholder and supplier management, influencing, and negotiation skills. Strong attention to detail and project management skills. Being able to meet the following criteria will be regarded favourably, but is not essential: Relevant tertiary qualifications (e.g., Commerce, Business, Marketing, Psychology) including exposure to market research theory, methodologies, and statistical techniques. Experience in qualitative and quantitative market research techniques, including exposure to best practice design, implementation, and management of brand & comms and/or CX research programs. Experience in multivariate statistical applications (e.g., Q, SQL or similar) and Qualtrics an advantage. Working with us: We support our people with at least half your time each month connecting in the Perth, Sydney, or Melbourne office, allowing for flexibility in the remaining time. We have many other flexible working options available including changing start and finish times. Talk to us about how these arrangements might work for you.
If this sounds like you, apply now! If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
Advertising End Date: 02/11/2024.
#J-18808-Ljbffr