Customer Improvement Analyst - Bendigo, Australia - Bendigo & Adelaide Bank

Bendigo & Adelaide Bank

Verified Company

Bendigo, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

About the role

Based at any of our head office locations, this permanent, full time Customer Improvement Analyst Role will form part of a unit that reports to the Senior Manage Process Improvement and will be a key influence in the Operational Enablement Function that focuses on supporting process efficiency and compliance, customer experience enhancements, financial returns for the enterprise and improving the employee experience.

The Operational Enablement team also provides insights to enable leaders to manage their capacity in line with workload requirements, review standard work-practices and take a future view on the management of the workforce

In this role, you will identify ways in which the customer journey can be improved across the bank.

This may include completing customer journey maps, analysis of data and SLAs in terms of customer experience, reviewing process maps and customer feedback to identify ways in which the customer experience can be improved.

You will work closely with other members of The Operational Enablement Department to review opportunities to support the Bank to become more customer focused.

The role will also work broadly across all business units to ensure a good understanding of the customer experience.

This role will require flexible working hours to meet business needs and interstate travel as required.

About you

To be successful in this role you will have:
Deep knowledge of the management of customer complaints
Expertise in customer journey mapping
Knowledge of customer experience development
Previous experience in a customer complaints management role
Previous experience in data analysis
Previous experience in process mapping

How to apply