Understanding of phone and digital messaging channels
Proven ability to use complaints and customer insights
You will play a pivotal role in shaping empathetic and efficient service experiences by reimagining how the bank communicates with customers
Job Summary
You will play a pivotal role in shaping empathetic and efficient service experiences by reimagining how the bank communicates with customers.
The team is responsible for end-to-end Personal Lending products, using data insights to build solutions that meet customer needs now and in the future.
You will work closely with Customer Service Direct teams to design tactical improvements that reduce friction and strengthen service outcomes.
Matching Summary
You will play a pivotal role in shaping empathetic and efficient service experiences by reimagining how the bank communicates with customers.
Skills & Requirements
Must-have
Experience improving complex service journeys
Understanding of phone and digital messaging channels
Proven ability to use complaints and customer insights
Solid project and product management skills
Advanced communication and stakeholder engagement
Nice-to-have
Understanding of unsecured lending products
Strong problem-solving and innovation skills
Ability to thrive in fast-paced environments
Key Requirements
Tertiary qualification in Business or Commerce Degree preferred
Strong experience in service journey improvement
Risk mindset and compliance understanding required