Commonwealth Bank
Associate Director, Customer Insights
To empower our people and the communities in which we work and making sustainable, transparent and balanced business decisions.
Business Operations and Strategy
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Commonwealth Bank
We really love working here, and we think you will too. Diversity, flexibility and innovation are just some of the reasons why our people come to work every day.
Our team includes around 45,000 people from all walks of life, with different goals, experiences, and perspectives. At CommBank we’ll encourage and support you to be yourself. This is a place where you can feel confident expressing who you really are; where you belong because of your uniqueness.
About the role
See yourself in the team: Institutional Banking and Markets (IB&M) is responsible for leading the Group’s relationships with major corporate and government clients and institutional investors, and provides a full range of capital raising, transactional and risk management products and services. The division also performs a meaningful internal role for the Group by providing equities, markets, lending and transaction banking execution capabilities to other CBA business divisions that allows them to capture opportunities with business customers. The purpose of this role is to Industrialise and develop IB&M's client insight and feedback capability and help integrate customer insights into every part of the business Core responsibilities:
- Produce actionable, value add customers insights from our various customer feedback sources and help drive NPS improvement
- Own, develop and enhance our customer feedback channels (inc. Customer Panels, forums, customer surveys, etc.)
- Working with our customer analytics teams, own, develop and enhance insight generation from our internal data sources (e.g. CRM data, NPS surveys, Complaints, Digital Feedback)
- Own, develop and enhance insight generation from our partner-based customer insight and NPS data
- Work with stakeholders across IB&M to develop strategies to integrate customer insights into key decision making, operational, product, service and design processes
- Manage and develop a program of customer insights content delivered through our customer insights portal.
What you’ll bring:
- 4+ years experience in banking, consulting or large corporate experience
- Proven ability developing and managing a customer insights, analytics or feedback capability within a large corporate (banking preferred)
- Proven ability to distil significant amounts of quantitative and qualitive information from multiple data sources into actionable business insights and clear, compelling narratives.
- Deep ability to navigate a complex domain and engage with stakeholders across all levels.
- Demonstrated experience in communicating effectively, including clear, concise and insightful briefing papers, presentation and reports and to create innovative data visualisations that communicate strategic insights.
- Significant experience and sound working knowledge of business analytics tools such as Excel, Power BI, or others (preferred)
- Proven experience in creating and facilitating workshops with customers and internal teams
What you'll be responsible for
- 🎯
Problem Identification
Identify the problems and needs of key stakeholders to guide data analysis
- 💼
Execution and Project Management
Plan and deliver project plans by managing people, resources, budget, and timelines, to support the organization’s goals
- ✅
Stakeholder Engagement
Partner with stakeholders to understand specifications, business requirements, and communicate insights
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
