CX Strategy Lead
Full-Time | 12-Month Fixed-Term Contract
Join our Strategy & Development team as a CX Strategy Lead on a full-time, 12-month fixed-term contract. We are looking for someone who is commercially minded, curious and passionate about understanding our customers, using insights to shape strategy and create better outcomes for both customers and our business.
This is an exciting opportunity for someone who loves combining customer experience, research and strategic thinking to help shape the future of banking.
What you'll be doing
Analyse customer, market and competitor data to identify trends, opportunities and strategic insights.
Manage and report on NPS, customer satisfaction and Voice of Customer programs.
Develop customer journey maps, segment analysis and customer experience improvements.
Prepare reports, presentations and briefing papers for executive and Board audiences.
Support strategic planning activities with customer evidence and market intelligence.
Partner with Product teams to ensure product decisions are informed by customer insights.
Contribute to embedded finance initiatives, growth opportunities and strategic projects.
Maintain strong governance, risk awareness and data integrity across all analysis.
About you
You will bring a passion for understanding customers and a strong analytical mindset, combined with the ability to translate complex information into clear, actionable insights.
To be successful, you'll have:
A tertiary qualification in Business, Commerce, Economics, Marketing, Customer Experience, Data Analytics or a related field.
Experience in customer insights, customer experience, strategy, research, analytics or a similar role.
Strong analytical and research capabilities with experience working with both qualitative and quantitative data.
Experience with customer satisfaction, NPS, Voice of Customer or customer journey analysis.
Excellent written and presentation skills with the ability to create executive-ready reports and presentations.
Strong stakeholder management and communication skills.
A proactive, curious and commercially minded approach.
Experience within financial services, banking or another regulated industry will be highly regarded.
A bit about us and what we do
At Heartland Bank Australia, we focus on providing Australians with specialist banking products that are the best or only of their kind. We do this digitally so our customers can spend more time on the things that matter most - instead of waiting in a queue to speak with someone at a bank.
We're well-established in Australia and have been serving Australians since 1971. We're the leading provider of reverse mortgages and of specialist livestock finance. We're part of the Heartland group of companies which has more than 145 years of experience in financial services. Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH)
Can you see yourself here?
Our values define who we are. We're innovative and always evolving. We work together as one team and have big ambition. We offer real opportunities for learning and career development. You can also get involved in driving change through our internal groups, including our rainbow committee, Growing Families, wellbeing and sustainability groups. Our perks include flexible working, regular team social activities and events, flu vaccinations and more.
Diversity & inclusion
At Heartland, we're proud to celebrate the many characteristics that make us different. We're committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers. We're an equal opportunity employer and we strongly encourage everyone to apply. Let us know if you need support throughout the application or interview process including a sign language interpreter or speech-to-text reporter. Feel free to share your pronouns in your application.
Keen to learn more?
To learn more about Heartland, check out our website heartlandbank.com.au or follow us on LinkedIn linkedin.com/company/heartland-bank-Australia.
Please note you must be eligible to work in Australia.
