Member Experience Continuous Improvement Lead

About the role

The Continuous Improvement Lead is responsible for actively participating in the coordination of the PFB “Customer First Forum’ contributing to uplift the customer experience, enabling a centralised register of issues driving customer complaints or customer dissatisfaction and ensuring we are meeting regulatory requirements including RG271 to identify and report potential systemic issues.

This role is pivotal to ensure People Bank First is driving a customer centric culture where we deliver better and simpler experiences for our customers.

What you’ll be doing :

• Responsible for ensuring that the customer pain points / Continuous Improvement pipeline of work is on track and risk are understood and managed accordingly.
• Coordinate and actively participate in the Customer First Forum, which is a governance group to prioritise initiatives aimed at reducing customer complaints and pain points.
• Lead, motivate and influence project teams, providing them with the capability to sustain change and deliver an enhanced customer experience.
• Identify, coordinate and prioritise the key process improvement initiatives utilising contemporary methodologies to ensure key customer’s pain points are removed and enhanced customer experiences are delivered by PFB.
• Elevate the Voice of the customer in the organisation leveraging the complaints and customer interaction survey’s insights and reporting and recommend opportunities to make a positive difference to customers in broader initiatives, processes, issues and remediation.
• Demonstrate customer value delivered through, customer pain points, feedback, and complaints quantification before and after enhancing customer experience.
• Support the Member Advocacy function to develop and maintain the department’s Process Improvement Program of Work (PoW).
• Coach other department team members in Process Improvement practices being deployed in the business.

About you :

We are looking for someone who is driven by achieving positive customer outcomes. You must be a confident communicator, with a genuine passion for helping people.

Required Knowledge & Experience

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 :

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 contract 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 :