Description Lead and evolve a strategic Voice of Customer program that drives real impact Work with senior stakeholders to influence customer experience outcomes Join a collaborative, values-driven culture focused on innovation & community About the role As the Voice of Customer Lead, you’ll manage and evolve our Voice of Customer (VoC) and customer research programs, translating insights into actions that improve customer experiences. You’ll analyse feedback, present key metrics to our leadership teams, and partner across the organisation to champion the customer perspective. In this role you will: Manage our VoC program in line with best practice Lead the transformation and growth of the VoC program to align with strategic growth objectives Define the future state of VoC, including real-time and in-channel feedback capture Analyse insights to identify pain points and prioritise improvement initiatives Build relationships across teams to embed a culture of continuous improvement Oversee brand health and Corporate VoC reporting Enhance closed-loop feedback processes to ensure insights drive action Manage budgets, invoicing and reconciliations related to VoC activities Ensure compliance with policies and contribute to an inclusive workplace About you To be considered, you demonstrate a customer-focused and curious approach to your work, with the ability to build trusted relationships and collaborate across teams. You communicate insights clearly and influence stakeholders with confidence. Additionally, you’re adaptable and proactive — comfortable navigating ambiguity while applying sound judgement to complex challenges. Additionally, we seek: Proven experience managing a Voice of Customer program (e.g., Qualtrics) Strong market research and insights background Skilled communicator able to translate complex data into clear recommendations Collaborative influencer with strong stakeholder engagement skills Detail-oriented problem solver passionate about customer experience Degree in Marketing, Business or related discipline Current or recent experience within financial services will be highly regarded. Why you’ll love working with us: People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment. You’ll have access to financial and lifestyle benefits to support your success and individuality: Flexibility and hybrid working arrangements. Extend your salary with discounts on banking, health insurance, and shopping across Australia. Advance your career with training, study support, and project opportunities. Competitive leave benefits that empower employees to take time for themselves and loved ones. Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program. Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives. Be recognised for your contributions through our peer-driven recognition program. A bit about People First Bank: In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank. We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states. With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work. Apply online now: If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume. We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.