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Westpac is Australia’s first bank and oldest company, one of four major banking organisations in Australia and one of the largest banks in New Zealand.

Westpac provides a broad range of consumer, business and institutional banking and wealth management services through a portfolio of financial services brands and businesses.

Our vision is to be one of the world’s great service companies, helping our customers, communities and people to prosper and grow.

 CX Analyst

THE ROLE

The CX Analyst supportsthe CX Senior Manager in analysis, reporting and follow-up on various aspectsof the portfolio of work around the role Operations play in the end-usercustomer experience.

This role exists tocover off business critical reporting and project rollout functions that needto run smoothly as change across the business is managed by the Customer Insightsteam including roll-out of a new platform for NPS, implementation of KPMGrecommendations for complaints management and building a stronger operatingrhythm between marketing and operations.

To lead in the delivery of several ServiceExcellence strategies; including driving targeted insights on customer painpoints and delighters, fostering ‘customer magic’ culture and acting as theconnection between GOPCS and business partners.

KEY RESPONSIBILITIES

1. Voice  of Customer management

•  Oversight of end to end listening posts, including additional VOC activities (surveys, customer panels and business partner feedback)。

• Run activities to bring Voice of Customer to life for our business partners. 

• Act, deliver timely insights that can be actioned by stakeholders using Voice of  Customer (e.g. NPS, Complaints…). In addition work with continuous improvement teams to support business cases  that impact insight derived from analysis.

• Support the business to action customerinsights, and report on outcomes. Tracking opportunities to ensure improvements are embedded.

• Manage Voice of Customer database whereverbatim data is stored, utilise feedback portals to collate data for ourteams.

2. Change and Communications

Drive proactive communications acrossGOPCS to track customer experience, outcomes, pain points and delighters.  Ensure the change is well understood by allimpacted parties and communicated to ensure strong awareness and desire of thechange.

3. Stakeholder management

Engage, inform, influence and negotiate withstakeholders, particularly GOPCSbusiness partners and the Group Customer Experience teams.  

EXPERIENCE AND SKILLS

• A minimum of 1 years of prior experience in a similar accounts payable team.

• High level numeracy and reconciliation skills, with demonstrated attention to detail and accuracy with figures.

• Experience working with Microsoft Dynamics AX and/or similar ERP is desirable.

• Demonstrated intermediate skills with Microsoft Excel including the use of formulas and functions.

• Ability to use initiative, set priorities and meet deadlines.

• Demonstrated excellent communication skills: written and verbal.

• Demonstrated ability to work within a team environment.

• Flexibility, ability and initiative to work within a continuous improvement environment.

Key Performance Measures:

Role Deliverables:

• The Customer Experience team’srole deliverables are defined in detail within the Service Excellence RACI.

• Core components include: NPS Measures, Voice of Customer Activities, Reportingand Identification and Escalation of issues.         

KPI for CX PM includes:

• Internal NPS Score – Average InternalNPS score over 8 (out of 10) from survey completed by internal stakeholders onthe planning, organisation and execution of activities run by the Customer Experience Team.

• Project deliverables.

Does this role sound perfect for you? If so, please 'Apply Now' by submitting your cover letter and CV to the Westpac Group.

Email your CV and Cover Letter to

[email protected]

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