(WT-61) | Customer Insights Research Manager

(WT-61) | Customer Insights Research Manager

15 Sep
|
Macquarie Group
|
Sydney

15 Sep

Macquarie Group

Sydney

Be a part of the Business Banking Experience team within the Product and Technology division as a Customer Insights Research Manager. You will join a team dedicated to driving exceptional customer and employee experience across our business.



This role is a great opportunity for someone who is passionate about engaging with customers, intermediaries and staff, listening to their feedback and communicating it across the business. You will be responsible for conducting and analysing primary research; both quantitative (NPS, surveys) and qualitative (interviews, testing) feedback and making recommendations for improvements. You will utilise Design Thinking and Human Centred Design techniques, such as customer research and analysis,

to understand the customer and their journey, pain points and opportunities to improve the experience of customers and staff in Business Banking.



You will have a good understanding of different research methodologies and be able to effectively design and conduct qualitative (in-depth interviews, focus groups, concept testing) and quantitative research (NPS and satisfaction surveys) independently.



You will advise on research approaches and help business stakeholders make sense of findings to apply insights to drive action. An important part of your role will be identifying insights and trends across multiple pieces of work to generate novel insights and perspectives.



The ideal candidate for this role will have a strategic mindset, strong problem-solving skills, a passion for dealing with people and to act as a change agent.



In this high-profile role, you will be working closely with business stakeholders, customers, intermediary partners and technology teams on the implementation of various customer journey initiatives across Business Banking. In return for your dedication to the role you will have the opportunity to:



- present your work to senior leaders in the business

- develop your communication skills and be the voice of our clients

- affect change across the Business Banking ecosystem

- work with a creative, fun team of human centred designers who are best in class at their craft



This role requires someone with the passion and enthusiasm to come in and take ownership of the role, someone who will be curious and adventurous enough to seek out problems, think creatively to design solutions and have the planning skills to execute change.



To be successful in this role you will have:



- a passion for our customers

- self-motivation and a track record of delivering results

- strong analytical, problem solving and critical thinking abilities

- expertise in research (quantitative and qualitative) and measurement

- well-structured written and verbal communications, as well as visual presentation skills

- confidence in engaging with senior stakeholder groups

- experience in working in an Agile environment

- exposure to managing Voice of Customer (or equivalent) program

- background in B2B environment

- experience in any of the following fields is highly regarded – Product, Technology, Analysis, Design, Consulting, Research.



If this sounds like the right role to further your career, we want to hear from you!



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.

The original job offer can be found in Kit Job:
https://www.kitjobau.com/job/7727112/wt-61-customer-insights-research-manager-sydney/?utm_source=html

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