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Head Of Customer Strategy

ME Bank - Melbourne, VIC

Source: uWorkin


Full Job Description
About the role

This 12-month fixed term contract will see you lead, develop and manage the customer strategy for the organisation, utilising customer segmentation to define the target customers, and working with various internal teams to design the products, services and experiences that we know will attract and keep those customer segments.

This is a very strategic role where you’ll define the link from Customer Strategy, through to lifecycle management strategy, customer journeys and proposition design, while the whole time, keeping the customer at front of mind, constantly optimising the offerings provided by ME, to ensure they match what are customers are looking for.

Reporting to the GM Customer & Product Propositions, to enable the Customer Strategy, you’ll work closely with the Product, Marketing, Data & Analytics, Sales, Digital Channels and Customer Experience teams to help to drive a clear focus on being a customer lead company. As you gain more customer and market insights, you’ll share these with the relevant teams around where trends are heading, and where our focus needs to shift to around our products and services.

This really is a unique opportunity to help shape and manage our customer strategy, so if this sounds like it’s a good fit, we’d love to hear from you

About you

Having experience in Customer Strategy through to product proposition design with a clear understanding of lifecycle management, you’re fully aware of the process required to build new customer and product propositions. You’re driven by data and insights, you love to research and capture market and customer trends, plus you have an ability to balance outcomes that will meet the customer needs, as well as also using your strong business acumen to help drive a return on investment.

A true people person with solid influencing and communication skills, you easily adapt your style according to your audience, and have no problems interacting with all levels right across the bank. You pride yourself on having exceptional presentation skills, are adaptable and have demonstrated leadership in a customer focused organisation. While banking experience is preferred it is not mandatory, ideally if you come from a regulated industry it will really help your application stand out from the rest.

About ME

We’re not like other banks.

ME was created by the industry super funds to be different from the pack - with a core purpose to help all Australians get ahead financially - no conditions, asterisks or exceptions. And we know that looking after customers starts with taking care of our people.

We believe everyone deserves the same opportunities in life, regardless of gender or identity, sexuality, ethnicity, religion or disability ‒ with internal affinity groups.

Perk ME up

Once you get your feet in the door at ME, we’ll put them both in your very own ME-branded Converse shoes. You’ll also get the following financial, health and fun perks when you join the team:

4U Extras portal (discounts and cashback on 100s of items including cinemas, shopping and gym memberships
Internal wellness programme (Mindfully ME)
Professional education through LinkedIn Learning

Professional membership reimbursements

Flu Vaccination
Financial education (To help you manage your money smarter)
LGBTIQ+ and Women at ME affinity groups

I was born to play this role

Can’t see a closing date on the advert? That’s because we’re efficient here at ME and we may start looking at applications sooner rather than later, so if this role sounds like your jam, be sure to apply by submitting your CV today.

Should an applicant be the preferred candidate, background checks (including police checks, reference checks, ASIC banned and disqualified persons and bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates; however, will be assessed against the inherent requirements of the job.

Please note: To be considered for this role, you must be an Australian Permanent Resident, an Australian Citizen or hold a Valid Working Permit.

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