Strategic Research and Insights Manager

Strategic Research and Insights Manager

Your division:

The Customer, Marketing and Communications team bring together all the key functional teams responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers.

We create and deliver customer-led propositions, share ideas and insights to influence customer-led thinking across the business and create and deliver a compelling story across to help all of our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.

Your Team:

The Customer Strategy and Performance team is a multi-disciplinary team bringing together strategy, insights, analytics, digital technology and digital optimisation experts.

This team is responsible for defining the customer strategy for Bankwest and collaborating with other teams within the business to deliver optimal experiences for our customers, utilising data and insights to understand the context and opportunities at hand.

Your impact & contribution:

The Agile Insights Manager helps bring to life both the spoken and unspoken needs of our customers and delivers actionable insights through proprietary and commissioned research that helps Bankwest deliver best-in-class customer experience as a digital bank. You will lead key ad hoc strategic projects , including high-visibility initiatives as well as smaller UX/CX-related projects which are strategic imperatives for the bank.

Working extensively with stakeholders across all divisions of the bank, you will understand the business problem, identify the customer problem and determine the most appropriate research and insights methodology to uncover customer-focussed solutions that evolve the experience Bankwest has to offer.

It’s an exciting time for an experienced research professional who has the passion for driving change within a transforming business.

Your reporting line:

You will report to Senior Manager Customer Strategy within the Customer Strategy and Performance team to deliver timely, relevant and actionable customer insights into customer-centric design-thinking and solution development processes:

Your responsibilities

Customer experience, product and service design:

• Support the design and delivery of actionable insights that help Bankwest address strategic priorities while also delivering a best-in-class customer experience. This involves getting a deep understanding of the business and each partnering teams’ objective and balancing this effectively with customer needs and expectations.

Simplicity & continuous improvement:

• Proactively identify opportunities to continually refine and improve the agile customer research program and delivery of actionable insights to meet the evolving and expanding needs of Bankwest.

Divisional representation & stakeholder management:

• Design agile and ad hoc research projects, identify actionable insights, present results and influence decisions amongst key stakeholders and leadership forums to simultaneously improve customer experience and optimise ROI.

Supplier management:

• Identify, select and manage third party vendors in accordance with agreed budgets, target outcomes and risk management policies and practices.

Your skills & experience

• High level of intellectual curiosity, a passion for driving results and a strong growth mindset.
• Experience in qualitative and quantitative market research techniques, including exposure to best practice design, implementation and management of brand & comms and/or CX research programs.
• High level of experience in translating data into information, information into insight and insight into action.
• A passion for customer-led and data-driven decision-making, integrating and exploring data relationships and seeking true insight across diverse data sources.
• Strong written and verbal presentation skills (Powerpoint and Word), and the ability to present technical concepts to non-technical audiences, particularly through storytelling.
• Strong stakeholder and supplier management, influencing and negotiation skills.
• Strong attention to detail and project management skills.

Your qualifications:

• Relevant tertiary qualifications (e.g. Commerce, Business, Marketing, Psychology) including exposure to market research theory, methodologies and multi-variate statistical techniques.
• Minimum 8 years in the design and execution of qualitative and quantitative market research methodologies – experience in UX/CX research, research panel management, design thinking, new product development and/or experimentation desirable.
• Experience in multivariate statistical applications (e.g. Q, SQL or similar) and Qualtrics an advantage.
• Advanced Word, PowerPoint, Excel skills.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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