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Client Experience Transformation Analyst

Macquarie Group - Sydney, NSW

Source: uWorkin


In People, Culture & Client Experience, we are proud of our high-performance culture, diversity and inclusion. We have a strong focus on meeting community expectations and making risk-conscious, data-based decisions. In line with our entrepreneurial and innovative approach, we adopt Enterprise Agile ways of working and embrace a growth and learning mindset. As CX Transformation Analyst, you will use your critical thinking and comprehensive experience in analysis and problem solving to perform a range of responsibilities in support of business transformation.

You will bring people together from across our business to understand the customer perspective and business requirements to inform solution design and delivery of transformation initiatives. You will also be responsible for preparing and maintaining key transformation communication channels including our visual management board, road maps, stakeholder briefings and Workplace updates. As someone with passion, curiosity and enthusiasm, you will drive change and have a strong desire to learn. You also excel in problem solving, critical thinking and communication and bring your experience to transform our business.

What you will do:

  • Analyse data, understand processes and client insights to identify pain points and present opportunities for improving the client experience and operational efficiency
  • Collaborate with stakeholders across the CX ecosystem to elicit, define, and document business requirements / user stories
  • Collaborate with technology partners - Product Owners, Vendors, Business Analysts, Architects and Engineers – to co-create solutions and support delivery planning of our telephony platform migration and digital servicing experiences
  • Design and facilitate workshops for brainstorming, ideation, synthesis and mapping to create our digital service experience
  • Be the custodian of the customer experience ensuring that work stays anchored in the customer problem and customer success metrics are always embedded in solution design

What we're looking for:

  • A curious, self-motivated professional with a passion for developing exceptional client experiences
  • Self-motivated and highly organised, with an ability to manage and track work across multiple boards, initiatives and teams
  • An analytical thinker who can process data, synthesise into insights and present to stakeholders in compelling ways that drive strategic change
  • The ability to thrive in a collaborative team, bringing excellent communication and interpersonal skills.
  • A problem solver who loves big challenges, tackling them with collaboration and keeping the client front of mind
  • Demonstrated consulting or analyst experience, advocating for customer or business users on customer, digital or transformation projects. Strong preference for experience in designing and implementing telephony solutions and digital servicing capability (messaging, virtual assistance, etc.)
  • Demonstrated experience in facilitating workshops, documenting user stories, mapping processes, identifying impactful recommendations
  • Demonstrated experience in managing work using agile principles and frameworks (SCRUM, KANBAN)

About Banking and Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

Our commitment to Diversity and Inclusion 

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team. 

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need.