Senior Manager, Consumer NPS Insights
Commonwealth Bank of Australia Sydney, Australia
1. You are energised by using data to create insight and action.
2. You thrive in a fast-paced environment, with a solid ability to juggle competing demands and collaborate across cross functional teams.
3. You will be part of an innovative and people-focused culture
* You are energised by using data to create insight and action.
* You thrive in a fast-paced environment, with a solid ability to juggle competing demands and collaborate across cross functional teams.
* You will be part of an innovative and people-focused culture
Do work that matters
As Senior Manager, NPS Insights you'll be responsible for leading the delivery and interpretation of Net Promoter Score (NPS) insights throughout CBA. Reaching NPS 30+ is a group wide goal and you'll be the driving force for informing and delivering insights to the entire retail bank (RBS).
Reporting to the Head of Market Research & Insights, you'll be working closely with the CX Insights Team to inform, educate and elevate the customer experience throughout the entire bank. This role helps CBA make better decisions by providing insights that improve the customer experience and support business growth.
See yourself in our team
CX Insights sits with the Group Research and Insights function at CBA. We champion the customer perspective throughout CBA and are a centralised function to support the bank with all market research and insights. We're a team of passionate market researchers, who work closely alongside our colleagues in Analytics and Customer Strategy.
While having different areas of responsibility, the teams within Group Research and Insights work collaboratively across a range of areas. Insights are drawn from a range of qualitative and quantitative customer research sources and bespoke market research projects. The competitive and market context is also aligned to drive further insight.
This role is critical in providing insights and analysis to understand the underlying drivers of customer advocacy, supporting the organisation to reach its NPS +30 organisational goal.
We sit within the Marketing and Corporate Affairs (MCA) function and work with all parts of the Group as a trusted partner to enhance and protect CBA's brand and reputation, increase the bank's competitive advantage and deliver customer and business value.
Your responsibilities will include:
* Lead the Consumer NPS program autonomously with an overview from the CX Team Lead, balancing multiple stakeholder requirements and conflicting requests.
* Oversee all NPS reporting, including ongoing monthly deliverables, ad-hoc requests from stakeholders, deep dives, leadership dashboards and Investor Relations deliverables.
* Present findings and recommendations to stakeholders in a compelling and structured manner, and facilitating discussions that drive decision-making.
* Become a subject matter expert on NPS, advocacy and market share for CBA's retail customers and act as a trusted advisor on retail CX insights.
* Build client relationships and understand business issues and opportunities across Group Marketing, Corporate Affairs and RBS to prioritise and drive customer insights through the business.
* Actively engage with your peers in the Group Research & Insights team, working collaboratively and drawing on learnings from adjacent insights streams.
* Manage and build supplier relationships to ensure all deliverables are aligned with our business objectives, providing high-quality, actionable insights within agreed timelines
* Manage supplier relationships to ensure output meets or exceeds business expectations and delivers quality insights on time.
* Driving continuous improvement with suppliers including monitoring performance and fostering collaboration to drive continuous improvement.
* Manage supplier governance, ensuring all risk obligations are met. This includes negotiating and managing contracts, ensuring that investments yield maximum return and support strategic decision-making.
We are interested to hear from people who have:
* Market research experience with either Agency or Client-side experience, preferably both
* Proven research project management skills, managing large scale ongoing programs and juggling competing demands
* Experience in driving customer advocacy or satisfaction, ideally within the Financial Services industry
* Knowledge in qualitative and quantitative research and data analysis, with a solid understanding of research statistics.
* Ability to synthesise analysis across various sources to produce meaningful insights and guide decision making including the ability to tailor content based on the audience.
* Comfort and expertise presenting to senior leadership forums
* Ability to work autonomously with a strong emphasis on attention to detail
* Demonstrated ability to engage and collaborate effectively with a diverse range of stakeholders, including executive leadership, cross-functional teams, and frontline staff.
* Confident cross-functional stakeholder management and influencing skills.
* Strong work ethic, a curiosity to learn and an eagerness to pursue personal development
* Risk Mindset - All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
Working at CommBank
At CommBank, we support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you're interested in.
If this sounds like you, apply now
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
Advertising End Date: 02/08/2025
More Jobs From Commonwealth Bank of Australia
Boost your career
Find thousands of job opportunities by signing up to eFinancialCareers today. #J-18808-Ljbffr