Member Experience Continuous Improvement Specialist

It’s an exciting time to join our organisation! 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 and a genuine, member-owned alternative to the major banks. We exist to create a better future for our members and the communities in which they live. 

We are 100% member owned, with approximately 720,000 members and 1,900 employees.  We have dual head offices in Adelaide and Toowoomba, 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. 

When you come to work at Heritage and People’s Choice, 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. 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 have an exciting opportunity for a We have an exciting opportunity to join the Member Advocacy team as the exciting opportunity to join the Member Advocacy team as a MX Continuous Improvement Specialist on a 12 month secondment. 

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

As the Voice of the Member within HPC, the purpose of Member Experience Continuous Improvement Specialist is to understand the areas driving member complaints and dissatisfaction and drive Continuous Improvements in collaboration with a wide range of stakeholders across the business. 

This role is pivotal in driving a member centricity culture by putting our Members at the Heart of every decision, every day for everyone.

What you’ll be doing: 

• Responsible for transmitting the member sentiment and strategic pain points across the business, identified through data analytics and member journey mapping 
• Transform insights into achievable and measurable actions plans to enhance the Member Experience 
• Facilitate workshops to understand member journeys and pain points and prioritise improvements to drive an enhanced Member Experience 
• Identifying strategic Member pain points and potential systemic issues by using problem solving skills and bank wide usage of Lean Six Sigma tools and methodology to stop complaints reoccurring or removing member’s pain points such as improving fairness, transparency, speed of resolution and ease of use for customers.
• Identify and remove silos across the business to deliver an improved end to end Member Experience 
• Recommend / implement opportunities to make a positive difference to customers in broader initiatives, processes, issues, and remediation.
• Demonstrate member value delivered through, member pain points, feedback, and complaints quantification before and after enhancing Member Experience 
• Coach other department team members in Continuous Improvement practices being deployed in the business.

Here's what you can do for us

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

Required Knowledge & Experience

• Retail banking experience
• Experience in contemporary problem-solving tools, methodologies and facilitation
• Demonstrated understanding of Project Management processes and tools.
• Excellent communication skills including strong stakeholder management and influencing skills at all levels
• Advanced critical thinking and analysis capabilities along with superior planning, organisational and change management skills
• Demonstrates strong values and ethics, strategic problem solver

Benefits of working for us   

We believe the little extras can make a big difference in supporting your success. That’s why we offer great incentives and benefits including:  

• Paid parental leave and special leave provisions 
• Flexibility and hybrid working arrangements 
• Employee banking benefits and discounted insurances 
• Work from anywhere philosophy with the flexibility to work from home or in the office 
• Career development opportunities, and ongoing training, coaching and support 
• A dedicated Employee Assistance Program for you and your family to access in times of need 
• Paid volunteering days and access to a diverse range of community and charitable initiatives 

If you are ready to join a supportive team who are passionate about the work they do and the results they achieve, then apply now. Applications close 8am Monday 19 February2024.

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.