CX Engagement Lead
About this role
- Be the Touchpoint NPS uplift Product Owner and own the vision, strategy and roadmap for the Bank Drive NPS, customer advocacy and customer-centric culture across the enterprise
- Lead engagement, adoption and embedment of the Bank's customer feedback and NPS programs
What's the role?
As the Customer Experience Engagement Lead and Product Owner of the NPS Uplift Program, you'll play a pivotal role in building a customer-obsessed culture by leading the engagement and embedment strategy for the Bank's customer advocacy and touchpoint NPS uplift program. Working closely with leaders, frontline teams and Journey Delivery Units, you'll ensure customer insights are transformed into meaningful action that improves customer outcomes and service excellence.
You will design and deliver enterprise-wide engagement, communications and change initiatives that encourage employees and leaders to actively use customer feedback in their day-to-day decision making. Through innovative programs, customer listening initiatives and leadership engagement activities, you'll help make the customer voice visible and actionable across the organisation
What do I need?
We're looking for an experienced customer experience, engagement or change professional / Product Owner who is passionate about NPS, customer advocacy and driving cultural transformation.
Key qualities include:
- Extensive experience in customer experience, customer advocacy, customer insight, employee engagement, communications or organisational change roles
- Proven success leading large-scale engagement, cultural or transformation initiatives
- Strong understanding and demonstrable usage of NPS platforms (eg Qualtrics), customer feedback program implementations and operationalising customer insight frameworks (inner loop and outer loop insight to action)
- Demonstrated ability to drive behavioural change and embed customer-centric practices
- Exceptional stakeholder management and influencing skills across frontline, leadership and executive audiences
- Strong facilitation, communication and storytelling capability
- Ability to translate customer insights into practical actions that improve customer outcomes
- Strong collaboration skills with the ability to build partnerships across diverse teams and function
Why join us?
This is an opportunity to influence customer experience at scale and help shape how teams across the organisation listen, learn and respond to customer feedback. You'll work at the centre of customer advocacy, partnering with leaders and frontline teams to create meaningful cultural change and stronger customer outcomes
You'll have the opportunity to:
- Be the Product Owner of the NPS Uplift Program; a key enabler of customer obsession program
- Drive customer-centric culture and behavioural change across the enterprise
- Influence senior leaders and strategic decision making
- Partner with customer, transformation and frontline teams
- Deliver innovative customer engagement and listening initiatives
- Create measurable improvements in customer advocacy and service outcomes
Create Your Future Today
To get started, simply click on the APPLY or APPLY NOW button.
We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.
If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, Sustainability and Flexibility’ section.
Company at a glance
From rescue helicopters to signing the Equator Principles, from paying super during parental leave to adding 'Touch ID' biometric technology to our banking apps and being first on the scene with a helping hand in times of crisis... we have a proud history of stepping up to be first for our customers, communities and people. As Australia’s first bank and Australia’s first company we put service at the heart of everything we do and our people are our priority.
We've grown up as a company and expanded both in Australia and throughout Asia, the United Kingdom and the United States. Now we are made up of your favourite financial institution names including Westpac, BankSA, St.George Bank, BT Financial Group, RAMs and Bank of Melbourne, a change of job doesn’t mean a change of employer at Westpac Group.
We've made a commitment to put our customers first in everything we do. This means creating fundamentally superior customer experiences for each customer, every time. We promise that when you meet with someone from Westpac Group, you'll be touched by their genuine dedication to helping our customers prosper and grow.
Westpac Group acknowledges the traditional owners as the custodians of this land, recognising their connection to land, waters and community. We pay our respects to Australia's First Peoples, and to their Elders, past and present.
Top Benefits
- Inclusive community
- Supportive environment
- Diversity and flexibility initiatives
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