Member Analyst

On 1 March 2023, two of Australia's most successful member-owned banking organisations merged to form Heritage and People's Choice - Australia's leading mutual banking organisation.

We have dual head offices in Toowoomba and Adelaide, and 95 branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory, trading under two brands, Heritage Bank and People's Choice.

We have an exciting opportunity for a Member Sentiment Analyst to join our Member Advocacy team. This role is pivotal in driving a member centricity culture by putting our Members at the Heart of every decision, every day for everyone.

About the role

We take great pride in giving our members the best experience we possibly can - consistently, across everything we do. Being member-owned means we are passionate about our members. We need to ensure that with every interaction whether on the phone or face to face, we provide the right solutions and appropriate outcomes. Being able to connect meaningfully and personally with our members is core to our success as it helps us to support our members' financial needs and assist them in achieving their goals.

As the Voice of the Member within HPC, the purpose of the Member Sentiment Analyst is to use contemporary data analytics tools to provide better understanding of the areas driving customer complaints and members dissatisfaction. The role will continuously identify and report on key member pain points. You will support the Member Advocacy function to work with the extended Discovery & Continuous Improvements team to identify and prioritise fixing key strategic member pain points so that we can better support the members in moments that matter.

This position will be initially offered as a 12-month secondment.

What you'll be doing

• Identifying strategic member pain points and potential systemic issues or problems by using advances analytics and bank wide visibility of root-cause to stop complaints reoccurring or removing member's pain points
• Provide regular analysis and member insights and reports from the complaints and member interaction survey data in strong collaboration with the Marketing team who manages the member research and member insights
• Lead the preparation of reports for internal and external stakeholders relating to member dissatisfaction and complaints
• Recommend opportunities to make a positive difference to customers in broader initiatives, processes, issues, and remediation
• Work in collaboration with the Leader, Member Response to prepare reports for internal and external stakeholders relating to complaints, disputes, and privacy breaches
• Generation of materials and reports for the Voice of the Member Committee across the bank to ensure the enhanced member experiences are prioritised
• Build and maintain effective relationships with internal and external stakeholders to achieve business priorities.

Heritage embraces flexible ways of working for the successful candidate. This opportunity can be based in either our Toowoomba head office or Eagle Street, Brisbane CBD office, however there will be occasional travel to the Toowoomba office as requested in order to adequately perform the role and complete training.

Here's what you can do for us

We are looking for team members who are driven by achieving positive customer outcomes. You must be a confident communicator, with a genuine passion for helping people.

Required Knowledge & Experience:

• Experience in data analytics, data visualisation and reporting
• Proactive with strong data analytics and problem-solving skills
• Demonstrated ability to produce actionable insights (not just data), with clear articulation of findings to stakeholders
• An outgoing, positive attitude, with the ability to build relationships and liaise with all levels of management, dealers and third parties
• Excellent communication (verbal and written), stakeholder management and relationship-building skills
• Results orientated/achievement mindset who thrives on new challenges
• Ability to project manage, multi-task and take initiative by planning ahead
• 3+ years industry experience, ideally gained in finance industry
• Demonstrates strong values and ethics, strategic problem solver
• Demonstrates behaviours of collaboration and influence
• Superior planning, organising and change management skills.

Putting 'People First' starts with our team members and we are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.

We offer a range of attractive benefits for our team members including career development opportunities, discounts on financial products and services, and celebrate the work of our people through our peer driven recognition program.

When you come to work for us, you'll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet.

If you are ready to join a supportive team who are passionate about the work they do and the results they achieve, then . Applications close 8am Friday 19 April 2024.

If you have any questions or would like to discuss anything in more detail, please contact the Talent Acquisition Team at **************@heritage.com.au

We are committed to diversity and inclusion and support candidate requests for adjustment to accommodate disability, illness or injury, to enable everyone to equitably participate in our selection process.