Overview
As the Senior Specialist, Research & Insights, you are the epicentre of customer feedback and insight generation for Great Southern Bank. You have the chance to make a significant difference through championing customer obsession through the management of the NPS tracking program and strategic adhoc research projects.
Working collaboratively with various internal and external stakeholders, you are the owner and central point of contact for the NPS program. As the NPS subject matter expert, you work across end-to-end survey management, online dashboards, report development, insight generation / reporting.
You're part of the Chief Customer Office (CCO). We're a customer-obsessed bunch, committed to helping all Australians own their own home. Together, we manage the customer experience. From attracting new customers through our strong brand and clever propositions, to retaining them and making them brand advocates through our award-winning service and support. Customer growth is a big focus for us. Why? Because growth means we can invest in even better propositions and experiences for our customers.
Responsibilities
* Manage and deliver Great Southern Bank's NPS tracking program that measures our 'customer' enterprise KPI. You are accountable for the day-to-day running of the program.
* Prepare and deliver insights and recommendations from the NPS program, enabling timely and regular sharing of actionable business recommendations and results across the enterprise. This includes supporting the Senior Manager, Research and Insights in the development of communications for Executive audiences.
* Leverage customer feedback through the NPS / VoC programs and other data sources available, to generate deep customer insights that will assist to build customer strategies and frameworks that will continue to lead Great Southern Bank towards a customer obsessed culture.
* Taking briefs to understand research questions and designing research activities to provide the insights and answers.
To succeed in this role, you will have:
* 7+ years' experience working in a customer research / insights role (client-side organisation and market research agency desirable)
* Demonstrated experience managing large, complex, and high-profile quantitative research tracking programs, ideally leveraging the NPS methodology (in-house tracking within a client side organisation desirable)
* Experience mining and triangulating quantitative data sets to generate strategic insights and actionable business recommendations, including the preparation of Executive reporting
* Experience using survey scripting and analysis software and online dashboarding tools e.g. Forsta, Qualtrics, InMoment, Medallia and / or research analysis software e.g. Q, SPSS
Why Great Southern Bank?
Whatever your role with us, you'll be part of a force for good. We're owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you'll also enjoy a range of fantastic benefits, some examples include:
* Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
* Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
* Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!
Imagine working for a bank that truly helps people. You can.
Questions? Please contact our Talent Acquisition team at careers@gsb.com.au
At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day.
We move with purpose, are curious about what's next, remain focused on what matters most, and are always ready to find smarter ways to help our customers and communities thrive. Our people bring energy and initiative to a fast-changing environment, making thoughtful decisions that balance doing good for our customers with driving sustainable success for our business. If you enjoy working in a place where priorities evolve, ideas are valued, and every action contributes to something bigger, you'll feel right at home here at Great Southern Bank.
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