Member Experience Continuous Improvement Lead
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Job Description
Are you looking for the next step in your career? We have an exciting opportunity to join the People First Bank, Member Advocacy team as a Continuous Improvement Lead on a 12-month parental leave cover contract.
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 dissatisfaction, and ensuring compliance with regulatory requirements including RG271 to identify and report systemic issues.
This role is pivotal in ensuring People First Bank drives a customer-centric culture, delivering better and simpler experiences for customers.
What You'll Be Doing
* Ensure the customer pain points/Continuous Improvement pipeline is on track, risks are understood and managed.
* Coordinate and participate in the Customer First Forum to prioritize initiatives reducing complaints and pain points.
* Lead, motivate, and influence project teams to sustain change and enhance customer experience.
* Identify, coordinate, and prioritize process improvement initiatives using contemporary methodologies to remove pain points and improve customer experiences.
* Leverage customer feedback and complaints insights to identify opportunities for broader organizational improvements.
* Demonstrate customer value through quantifying pain points, feedback, and complaints before and after improvements.
* Support the Member Advocacy function in developing and maintaining the Process Improvement Program of Work.
* Coach team members in Process Improvement practices.
About You
We are looking for someone driven by achieving positive customer outcomes, with confident communication skills and a passion for helping people.
Required Knowledge & Experience
* Understanding of Project Management and experience with Process Improvement tools and methodologies (e.g., Lean Six Sigma).
* Strong stakeholder management, collaboration, and influencing skills.
* Advanced critical thinking, analysis, planning, organizational, and change management skills.
* Strong values, ethics, and strategic problem-solving capabilities.
* Experience in financial services (banking, insurance, FI technology) is desirable.
Why You'll Love Working With Us
People First Bank is committed to supporting and growing our team in an outstanding work environment. Benefits include:
* Flexible and hybrid working arrangements.
* Discounts on banking, health insurance, and shopping.
* Training, study support, and project opportunities.
* Competitive leave benefits and wellbeing support.
* Community initiatives and recognition programs.
A bit about People First Bank:
Formed from the merger of People's Choice and Heritage Bank, we serve over 700,000 members with 1,900 employees across Australia, committed to positive change through banking and an inclusive, flexible work environment.
Apply Online Now
If you're ready to join a passionate team, apply now. Applications close EOD Monday 19 May 2025. For questions, contact the Talent Acquisition Team at or
We support diversity and inclusion and provide adjustments for candidates with disabilities or health considerations.
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