MX Continuous Improvement Specialist

We have an exciting opportunity to join the People First Bank, Member Advocacy team as a Member Experience Continuous Improvement Specialist .

This role is pivotal to ensure People Bank First is driving a customer centric culture where we deliver better and simpler experiences for our customers.

About the role

The MX Continuous Improvement Specialist, leads initiatives to remove customer pain-points and deliver an enhanced customer experience in collaboration with a wide range of stakeholders across de business.

What you’ll be doing:

Responsible for transmitting the member sentiment and strategic pain points across the business, identified through data analytics and member journey mapping.
Transform insights into achievable and measurable actions plans to enhance the Member Experience.
Facilitate workshops to understand member journeys and pain points and prioritise improvements to drive an enhanced member experience.
Perform root cause analysis on strategic customer pain points and potential systemic issues by using problem solving skills to stop complaints reoccurring, removing customer pain points or increase efficiencies across the business.
Identify and remove silos across the business to deliver an improved end to end member experience.
Recommend / implement opportunities to make a positive difference to customers in broader initiatives, processes, issues, and remediation.
Demonstrate member value delivered through, member pain points, feedback, and complaints quantification before and after enhancing member experience.
Coach other department team members in Continuous Improvement practices being deployed in the business.
About you:

We are looking for someone who is driven by achieving positive customer outcomes. You must be a confident communicator, with a genuine passion for helping people.

Required Knowledge & Experience

Experience in contemporary problem-solving tools, methodologies and facilitation.
Demonstrated understanding of Project Management processes and tools.
Excellent communication skills including strong stakeholder management and influencing skills at all levels.
Advanced critical thinking and analysis capabilities along with superior planning, organisational and change management skills.
Demonstrates strong values and ethics, strategic problem solver.
Superior planning, organising and change management skills
Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

Flexibility and hybrid working arrangements.
Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
Advance your career with training, study support, and project opportunities.
Competitive leave benefits that empower employees to take time for themselves and loved ones.
Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
Be recognised for your contributions through our peer-driven recognition program.