Senior Manager - Customer Segmentation and Experience

About the role

Business & Private Bank is looking for a Senior Manager, Customer Segmentation & Experience, to lead the customer strategy, segmentation, segment propositions and customer experience agenda. The role creates accountability for understanding customer needs, defining priority segments, developing segment propositions, improving customer experience outcomes and embedding customer strategy across the division. It is permanent and full-time, based in Melbourne.

Key responsibilities

• Lead customer segmentation, customer strategy and customer segment proposition development across Business & Private Bank.
• Embed customer strategy so that customer needs, insights and priorities inform business planning, investment decisions and proposition development.
• Lead customer research needs identification and market analysis to identify growth opportunities.
• Lead customer experience strategy, journey design and Voice of Customer programs, including Strategic NPS and customer insight frameworks.
• Drive experience improvement through customer pain points, journey opportunities, feedback and performance insights.
• Champion a customer-first culture and build capability, standards, governance and best practice.
• Partner with product, marketing, distribution, data, operations and frontline teams, and lead and develop a high-performing team.

Required profile

• Extensive experience in customer strategy, segmentation, proposition development and customer experience.
• Experience designing and delivering customer segment propositions and leading VoC, NPS and customer experience measurement programs at scale.
• Experience leading customer journey design, service improvement and experience transformation initiatives.
• Experience in Business Banking, Mid-market or Private Banking customer segments.
• Experience supporting Executive and Board-level reporting.

Required skills

• Strong customer research, insight generation and analytical capability.
• Deep understanding of customer research, segmentation methodologies and proposition development.
• Use of customer insights, data and analytics to inform strategic priorities and investment decisions.
• Strong commercial acumen on customer acquisition, retention and lifetime value.
• Stakeholder engagement and influencing skills.
• Ability to lead complex cross-functional initiatives.

Applicants are not expected to have all these skills; candidates with most of them are encouraged to apply. Flexible working arrangements and benefits such as health and wellbeing services are mentioned.