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Head Of Client Experience Insights

Macquarie Group - Melbourne, VIC

Banking & Finance
Source: uWorkin


Are you a strategic and creative thinker who can create stories and insights using data and analytics? 

Join our Client Experience (CX) team as our Head of CX insights and make an impact across our wider Banking and Financial Services business.

Reporting to the Head of Client Experience Transformation within the People, Culture & Client Experience division, you will join a team that collaborates across Banking and Financial Services using insights to transform the experience of our clients and our people.

As the Head of CX Insights, you will deliver analytics and insights from all customer touch points across CX, including our Voice of Customer program and our customer interactional data including social media, calls and complaints, to foster deep understanding of client behaviour and drive data-driven decision-making across the business. You will evolve and optimise our client listening programs, as well as identify and implement new sources of insights. You will stay on top of best practice across leading edge sectors in client insights, to accelerate, expand and deepen our human-centred way of working.

You will have impact and will be sought after to share what our clients are doing, saying, wanting and ‘why’. You will breakdown complexity and make it easy to understand the ‘so what’ of CX Insights across the business. You will draw upon your expertise to deliver quantitative and qualitative analysis to produce highly actionable, authoritative insights which inform customer-led solutions. Your strong collaboration, storytelling and presentation skills will ensure our business listens to our clients, to design and deliver exceptional client experiences. 

You will lead and coach a small team, as well as partnering with Data & Analytics and divisional teams, to ensure we’re truly client-led in our decision making.

We’re here to empower people to innovate and invest for a better future. We’re committed to providing opportunities that help you reach your potential, and we are looking for people who think differently and take ownership of what they do. 

If this sounds like you, please apply via the below link – we look forward to you joining our journey.

Find out more about Macquarie careers at www.macquarie.com/careers

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

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.