AddressAbout the Team
The Group Customer Relations Capability, Change and Comms [CCC] team sits within the CBA Group’s Customer and Community Advocacy [CCA] function.
The Group Customer Relations {GCR} Capability, Change and Comms team drive better customer outcomes and experiences through simplifying processes, delivering change effectively, improving our people’s capabilities, analysing our processes and services, and empowering our people with the right technology.
CCA Capability, Communications & Change will enhance customer experience as well as protect and enhance the Group’s reputation through improved capability in:
• frontline and escalated complaint handling
• providing extra care to vulnerable customers
• preventing complaints
The CCA Capability, Communications & Change team sits within GCR and has responsibility for:
- Ongoing execution of the CCA training and capability programs
- Setting a vision and building out the next generation CCA Capability Plans and modules
- Strategic communications across CCA to drive engagement, shared purpose and amplify the voice of CCA across our stakeholder groups
- Ensuring change delivered into CCA is of high quality, well delivered, managed and absorbed by the relevant audiences.
The Role
On a day to day basis, you will be:
- Managing stakeholder engagement and completing Learning Needs Analysis (with support from Chapter Lead and Senior Managers)
- Responsibility in determining learning needs and objectives for an organisation's various employees
- Developing course curricula, support materials (incl QRGs, interactive PDFs) and programs for learning initiatives
- Ensuring the delivery of learning courses and programs through suitable methodologies, such as individual coaching, classroom training and digital mediums
- Assisting in evaluating employees' learning performance and related improvements.
- Other duties as directed by ‘Head of’ or Chapter Lead
Technical skills in blended Learning design covering Online (Articulate 360, Storyline, Adobe Suite including Premiere Pro, After Effects and Media Encoder, Camtasia etc.).
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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