CX Manager – Customer Experience, Centre of Expertise CX Manager – Customer Experience, Centre of  …

ANZ
in Melbourne, Victoria, Australia
Permanent, Full time
Be the first to apply
Competitive
ANZ
in Melbourne, Victoria, Australia
Permanent, Full time
Be the first to apply
Competitive
CX Manager – Customer Experience, Centre of Expertise
CX Manager – Customer Experience, Centre of Expertise
  • Be a part of our Agile New Ways of Working and join the NPS CX Centre of Expertise
  • We work flexibly. Tell us how we can flex for you
  • Solve complex problems to drive better outcomes for our customers


First, a bit about ANZ.
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

ANZ NWOW Video

We’re a team of Customer Experience experts who are passionate about amplifying the voice of our customers and sharing it across ANZ’s Australia Division to drive a radical improvement in our customers’ experience.

As a CX Manager, you will design, embed and mature ANZ’s Customer Experience Net Promoter System (NPS) capabilities, with a particular focus on installing “listen, learn, act” NPS behaviours to drive customer experience improvement through our customer-facing and digital channels, demonstrated by improvement in Net Promoter Score and key business outcomes. You will also be responsible for building strong stakeholders relationships, implement and monitor change programs and communicate internally key outcomes for customers.

What’s in your toolkit?
  • A deep understanding of the key drivers of customer satisfaction and advocacy (NPS) and how it can be integrated into business strategy to drive improved customer and business outcomes
  • Previous experience in a strategy and change management role – ideally in the Customer Experience discipline – including ability to design, coordinate and lead programs of change across customer-facing and product teams
  • Strong influencing, negotiation and communication skills, including with peers and at the executive leadership level of the organisation
  • Demonstrated ability in synthesising multiple sets of data and insights to provide clarity and recommendations that drive action
  • Proven ability to learn and adapt to new challenges, situations and styles and deliver positive customer and stakeholder outcomes
  • Knowledge of customer-facing and digital channels, including the operating rhythms, environments and customer and banker challenges
What does a day in the life look like?
  • Design, implement and Embed and mature NPS feedback loops in customer-facing and digital channels, establishing and communicating NPS best practice prototypes and methodology to scale
  • Work with key stakeholders to assist them embed NPS behaviours and use customer insights to inform project delivery and prioritisations.
  • Monitor NPS feedback and behaviours, providing data and insights to support decision-making for leaders in customer-facing and digital channels
  • Build NPS capability in customer-facing and digital channels, including ongoing training and coaching of key stakeholders, teams and leaders
Who are you?
  • A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team’s mission
  • The customer’s biggest fan – You demonstrate a thirst for better understanding the customer, defining the problem and developing solutions through their eyes
  • Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
  • Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
  • Committed to your own and other’s growth – You strive to stretch and grow yourself and others by identifying your own development areas, seeking and providing feedback to others to help them learn and grow
  • A problem solver – You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
  • Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community


At ANZ we aim to create an inclusive environment where employee differences such as gender, age, culture, disability, sexual orientation, family and caring responsibilities and religion are valued.



We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number AUS105055.

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