Customer Experience Lead

About the role 

As part of our Marketing Team you’ll be developing and executing the Bank’s customer experiences across all channels, to deliver on the goals of our transformation programme and for our customers.

Because The Co-operative Bank is owned by our customers, everything we do, every day, is for their benefit.  

You'll be collaborating with others to define and execute the multi-channel customer experience strategy as we develop new customer propositions to drive growth with new and existing customers. Within the overarching strategy you’ll design interconnected and efficient multi-channel experiences, using data and insight to form clear recommendations.

You’ll bring the following experience to the table: 

• Strategic and commercial thinking, ability to align customer needs, business objectives, and technical constraints into a cohesive customer experience 
• Customer experience design practices to articulate and deliver specific customer journeys and experiences
• Influencing customer behaviour change and use of digital and self-service channels
• Ability to iterate, test and learn efficiently and intelligently, towards the achievement of pre-defined success metrics

What’s in it for you?  

Not only will you be helping every day Kiwi’s achieve their goals, you’ll get to experience the Co-operative difference. In your role with us, we can offer you: 

• Development: Support to grow your career and tap in to a range of areas across the Bank, guided by a supportive performance framework 
• Leave: Well-being leave, supportive sick leave allowances, long service leave, increased annual leave following tenure achievements 
• Wellbeing: Employee Assistance Programme, Life and Critical Illness insurance, Flu Jab reimbursement scheme, Wellbeing programme and webinars 
• Banking benefits and discounted rates 

About Us 

The Co-operative Bank is a different kind of bank. We’re 100% Kiwi owned and operated, and we’re here to change banking for good. 

We’ve been operating for nearly 100 years, with a focus on helping New Zealanders get ahead financially. Our customers are at the heart of everything we do and we’re committed to helping improve the world we work, live and play in. To reflect this, we’re proud to be NZ’s first bank accredited as a Certified B Corporation. To top it off, we’re also the only bank in New Zealand that shares its profits with its customers. 

Whether it’s help from one of our friendly teams, or a seamless experience with one of our digital solutions, we’ve got our customers covered. Here, no two days are the same. Our people are empowered to innovate, share ideas and let our skills take us in unexpected and exciting directions. But most importantly, we can be ourselves at work; we have fun, but still get things done. 

In return for your passion and commitment to helping customers bank better, we offer a collaborative work environment, ongoing development opportunities and the privilege to work with people who are passionate about making a difference. You’ll be amazed by our non-hierarchal organisation and the ease at which you can get things done.   

Diversity and inclusion are at the core of who we are. It’s reflected in our values, our commitment to B Corp and a key part of our strategy. We encourage candidates from all backgrounds and experiences to join us in our mission to grow together and share the gains.   

We understand that no candidate is a perfect match for every qualification listed. If you are passionate about helping people to bank better and possess some of the key skills, we encourage you to submit your application. 

Applications Close: 22 November 2024