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About the Job
Join our dynamic banking team in a pivotal role that will shape how our customers experience our services. As the Customer Journey Manager reporting directly to the Head of Everyday Banking, you will be at the forefront of transforming our customer experience strategy. This exciting opportunity allows you to design and implement contemporary customer journeys that move our organisation from current state to target state experiences, using innovative service design tools and techniques.
Responsibilities
* Lead the development of end-to-end customer journeys, identifying and addressing gaps to create cohesive, intuitive experiences
* Establish and implement strategic plans to transform current customer journeys into future-state models
* Collaborate across departments including Digital, Marketing, Operations, and Compliance to ensure consistent experiences at each customer touchpoint
* Analyse customer insights and data to inform improvements and innovation
* Apply industry-leading customer experience best practices and innovative approaches
* Work with partner vendors, customer insight firms, and industry associations
* Ensure all work complies with relevant policies, procedures, and industry standards
* Monitor and report incidents, compliance failures, or breaches in a timely manner
About You
You're a strategic thinker with a passion for creating exceptional customer experiences. You thrive in collaborative environments and have the ability to influence change across departments. You're data-driven but also understand the human elements that create meaningful banking interactions. Above all, you embody our values of passion, advocacy, and sustainability in everything you do.
Skills and Experience
* Bachelor's degree in Business, Information Systems, Design, or a related field
* Minimum 5 years of experience in customer experience design, journey mapping, or related roles, preferably within financial services
* Proven experience in digital customer experience design and implementation
* Track record of leading cross-functional projects with customer-focused outcomes
* Proficiency in customer journey mapping tools and data analytics
* Strong understanding of systems and technology as they relate to customer experience
* Excellent communication and collaboration skills
* Knowledge of best practices in service design and CX strategy development
What's In It For You
* The opportunity to drive transformational change in how our bank connects with customers.
* Transform banking experiences from ordinary to extraordinary through innovative customer journey designs.
* Lead cross-functional collaboration that revolutionizes how customers interact with financial services.
* Develop and implement strategies that will shape the future of our banking experience.
* Be part of an organisation committed to excellence in customer service.
* Career growth in a dynamic field at the intersection of banking, technology, and human-centred design.
About us
Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recognised socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.
We are proud to serve some of Australia's essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.
We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.
Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.
We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit. We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn
How to apply
Please click the APPLY button and follow the prompts.
For a confidential conversation, please contact Lyndsay Flett | lflett@tmbl.com.au.
Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Marketing
* Industries
Banking
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