Capability Partner - Customer Experience And

As a Capability Partner - Customer Experience and Engagement, you will be responsible for supporting the attraction, retention and protection of Retail Bank customers. You will do this by building, maintaining and delivering capability programs, conversation and coaching frameworks, and tools that enable lenders, frontline teams and leaders to deliver exceptional customer experiences and performance outcomes. This includes owning, embedding and continually improving the conversation models and tools that team members use to engage with customers across the lending and deposit customer lifecycle.

Furthermore, you will build and maintain calling guides to support critical customer outreach programs via the CRM, additionally designing and delivering training that supports RG206 : Responsible Lending CPD obligations. This will entail regular communication and consultation with change managers and capability leads to ensure conversation and coaching capabilities can be uplifted throughout all project implementations.

This is a challenging and exciting role with a wide range of development opportunities and a variety of training to assist in your career development. BOQ Group has invested heavily in customer experience and engagement capabilities, so we need talented professionals like you to come onboard and guide us through this uplift.

• About you

Having knowledge of best practice customer conversation techniques across lending, sales and service customer lifecycle, you will be a people and outcome focused professional who thrives in a fast-paced environment. You are comfortable with ambiguity and have a growth mindset that is continuously interested in trying new things and developing new skills. An extensive understanding of lending and leadership roles within a retail banking environment and strong technology skills across the Office365 suite are essential for success in this role.

Naturally, you will inhibit impressive collaboration skills within cross-functional teams, demonstrating exceptional communication. You will have demonstrated systems thinking capabilities with the ability to distinguish training needs from other needs (such as process improvement, system design, communication and change management). This will be supported by well developed internal consulting skills and experience in classroom and digital classroom facilitation.

• About Us

BOQ is one of Australia's leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ's Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

• Our Benefits
• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Paid volunteer days
• Purchase annual leave
• BUPA Corporate Plan
• Employee Assistance Program (EAP)
• A 'zero tolerance' to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
• Accessible work support through various practices, systems, office adjustments
• Gym, shopping, technology and travel offers
• 5 employee diversity network groups focusing on; First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career.
• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index.
• How to Apply

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to : identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference : BOQ01483