Manager Customer Experience

As Manager, CX Design, you will support the Senior Manager CX and broader CX team to improve key customer journeys, design better service experiences and contribute to customer initiatives that support the Aspire strategy. You’ll help bring structure to customer problems by using human-centred design, research, analysis and stakeholder input to understand what is happening, where customers experience friction, and where there are opportunities to improve. You may be mapping pain points in a customer journey, supporting the design of a new proposition, preparing workshop materials, developing personas, testing a service concept or helping a business team understand how to improve a customer process. You will represent the CX team and the customer in cross-functional initiatives, helping teams consider customer needs, customer impacts and practical ways to improve the experience. You’ll be a practical designer, facilitator and communicator who can turn customer insight into useful artefacts, clear recommendations and well-structured outputs that help teams move forward. Your reporting lines You report to the Senior Manager CX as part of the Digital Channels and Customer Experience team. Your responsibilities You will: • Use human-centred design techniques to identify customer pain points, gain points, needs and moments that matter across key product and service journeys. • Support the design and improvement of customer journeys, service experiences and propositions that align to customer needs and business priorities. • Ground customer, sales and service improvement opportunities in evidence, including qualitative research, quantitative data, customer feedback and stakeholder input. • Analyse customer insights, behaviours and process issues to help identify practical opportunities for improvement. • Produce clear and useful CX artefacts such as journey maps, service design blueprints, personas, workshop outputs, customer problem statements, opportunity areas and simple concept designs. • Support the development and testing of customer proposition ideas, service concepts and experience improvements through prototyping, customer validation, stakeholder feedback and iteration. • Work with Product, Marketing, Digital Experience, Digital Sales, Operations and delivery teams to sharpen ideas and create a shared view of future-state customer experiences. • Prepare and facilitate workshops that help stakeholders understand customer problems, generate ideas, test assumptions and align on practical next steps. • Communicate customer insights, design ideas and recommendations clearly through presentations, visual artefacts, written summaries and stakeholder discussions. Role Profile / page 4 • Coordinate customer project activities across different parts of Great Southern Bank, including planning tasks, managing inputs, tracking actions and maintaining momentum. • Contribute to customer projects or initiatives that solve unstructured business problems, bringing curiosity, structure and practical thinking to the work. • Represent the CX team and the voice of the customer in cross-functional working groups, ensuring customer needs and impacts are considered in design and delivery decisions. • Help identify potential delivery, stakeholder, operational or customer adoption issues and raise these early so they can be considered by the project team. • Contribute to the development of customer-related policies, standards, processes or procedures where required. • Apply relevant risk management frameworks and business controls to ensure work is consistent with regulatory obligations, operational requirements and the bank’s risk appetite. • Contribute to the development of CX practice across the bank by sharing tools, methods, examples and customer-led ways of working. Your experience You will bring experience in: • CX, service design, proposition design, customer strategy, business design, research, consulting, product, marketing or a related discipline. • Supporting or contributing to customer journey, service design, proposition or experience improvement projects. • Using customer research, business data, customer feedback or stakeholder input to understand problems and identify improvement opportunities. • Developing practical CX artefacts such as journey maps, service blueprints, personas, workshop materials, concept sketches or presentation packs. • Working with cross-functional stakeholders to understand issues, shape ideas and progress customer improvements. • Preparing clear written, visual or presentation materials that communicate customer problems, insights and recommendations. Desired: • Experience in financial services, particularly home lending, deposits, small business banking, digital banking or customer operations. • Experience in project, change or implementation environments. • Experience with customer research, customer interviews, qualitative insight generation or proposition testing. Financial services experience, particularly in home lending, deposits, small business banking, digital banking or customer operations.