Join to apply for the Customer Journey Manager role at Teachers Mutual Bank Limited4 weeks ago Be among the first 25 applicantsJoin to apply for the Customer Journey Manager role at Teachers Mutual Bank LimitedDirect message the job poster from Teachers Mutual Bank LimitedAbout the JobJoin 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.ResponsibilitiesLead the development of end-to-end customer journeys, identifying and addressing gaps to create cohesive, intuitive experiencesEstablish and implement strategic plans to transform current customer journeys into future-state modelsCollaborate across departments including Digital, Marketing, Operations, and Compliance to ensure consistent experiences at each customer touchpointAnalyse customer insights and data to inform improvements and innovationApply industry-leading customer experience best practices and innovative approachesWork with partner vendors, customer insight firms, and industry associationsEnsure all work complies with relevant policies, procedures, and industry standardsMonitor and report incidents, compliance failures, or breaches in a timely mannerAbout YouYou'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 ExperienceBachelor's degree in Business, Information Systems, Design, or a related fieldMinimum 5 years of experience in customer experience design, journey mapping, or related roles, preferably within financial servicesProven experience in digital customer experience design and implementationTrack record of leading cross-functional projects with customer-focused outcomesProficiency in customer journey mapping tools and data analyticsStrong understanding of systems and technology as they relate to customer experienceExcellent communication and collaboration skillsKnowledge of best practices in service design and CX strategy developmentWhat's In It For YouThe 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 usTeachers 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 applyPlease 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 levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionMarketingIndustriesBankingReferrals increase your chances of interviewing at Teachers Mutual Bank Limited by 2xSign in to set job alerts for “Customer Manager” roles.Customer Logistics Manager, Australia and New ZealandSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 4 weeks agoSydney, New South Wales, Australia 2 weeks agoCustomer Service Manager - rebel MerrylandsMerrylands, New South Wales, Australia 1 week agoHornsby, New South Wales, Australia A$73,000.00-A$90,000.00 5 days agoSydney, New South Wales, Australia 3 weeks agoNorth Sydney, New South Wales, Australia 2 weeks agoParramatta, New South Wales, Australia 2 weeks agoFrenchs Forest, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 5 hours agoSydney, New South Wales, Australia 3 weeks agoConcord West, New South Wales, Australia 6 days agoLidcombe, New South Wales, Australia 6 days agoParramatta, New South Wales, Australia 1 month agoSt Ives, New South Wales, Australia 2 weeks agoAssistant Store Manager / Customer Service Manager - rebel WarriewoodWarriewood, New South Wales, Australia 2 weeks agoMillers Point, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoManager Operations (Billing and Debt Collection)Randwick, New South Wales, Australia 1 day agoWetherill Park, New South Wales, Australia 1 week agoSydney, New South Wales, Australia 5 days agoLead Client Solutions Manager, Marketing SolutionsSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 17 hours agoSydney, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 18 hours agoSydney, New South Wales, Australia 1 month agoLane Cove West, New South Wales, Australia 1 week agoWe’re unlocking community knowledge in a new way. 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