Senior Manager, Customer Experience

Job Category : Banking and Financial Services

A bit about us

At Judo, we're more than just a business bank – we're pioneers in redefining business banking for the modern era. Rooted in timeless values such as integrity, trusted relationships, and a challenger spirit, we're dedicated to revolutionising business banking for Small to Medium Enterprises (SMEs) across Australia. Our journey began in 2016 with a bold vision and a PowerPoint slide, driven by a desire to challenge the status quo in an industry dominated by the major players. In just a few short years, we've grown exponentially, establishing ourselves as one of the fastest-growing new banks globally, with 27 offices spanning the nation.

At the heart of our ethos lies a commitment to supporting Australian SMEs, placing our people and customers front and centre in everything we do. Our agility and adaptability enable us to say 'yes' when other banks say 'no', making it easier for our customers to secure the funding they need, precisely when they need it. We take immense pride in our personal approach to banking, fostering diverse relationships and cultivating a collaborative culture within our team.

Our culture – come and join a multi-award-winning place to work

We firmly believe that culture eats strategy for breakfast, lunch, and dinner and the most important investment we can make is in our people. Our Values of trust, teamwork, accountability and performance underpin the foundation of our culture.

We're not your average bank. Judo was built from the ground up, with one purpose : to be the most trusted SME business bank in Australia. We made sure to cultivate a space where bureaucracy is left at the door - where our customers come first with relationships at the core of what we do. We aspire to think differently, inviting new ideas, and creating a space where everyone feels like they belong because we know that it's our unique differences that make us collectively stronger.

We are thrilled to be externally recognised for our unique culture too! We were awarded the #1 ranking in LinkedIn’s Top Companies in Australia list as well as named in the AFR’s BOSS Best Places To Work list for 3 years in a row. We’re also super proud to be included in the 2024 HRD Australia 5-Star Employers of Choice list and officially be Great Place To Work Australia certified!

Our people and our culture are truly our secret sauce.

Job Description

Now, about this role…

Your duties / responsibilities in this role will include but will not be limited to :

• Finddrive customer positive customer engagement with a focus on the post-settlement experience
• Deepunderstanding of E2E customer lifecycle and definition of TO BE customer value proposition
• Definition of an all encompassing customer value proposition that maximises customer impact whilst minimising banker time impost
• Monthly review of voice of customer (NPS feedback) and root cause analysis of key themes
• Determination and implementation of measures (tactical and strategic) to reduce run off

If you like the sound of that...then this just might be…your dream job.

Desired Skills and Experience

A little bit about you…

Your life pre-Judo and the skills you’ve picked up along the way :

At Judo, our culture sets us apart.

Our Values :

We're seeking individuals who embody resilience, positivity, curiosity, hunger for success, adaptability, passion, courage, decisiveness, and a hands-on approach.

What our team members say about us :

Our people are empowered to make decisions, take ownership, and contribute to a collaborative environment. Bureaucracy is non-existent as we focus on collective success. At Judo, diversity isn't just valued; it's celebrated. We're committed to creating an inclusive environment where everyone thrives, making us collectively stronger. Our team works tirelessly towards our purpose while enjoying the journey of revolutionizing Australian SME business banking.

Perks of joining us :

If this resonates with you, reach out - we'd love to hear from you.

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