AddressResearch and Insights Coordinator
Great Southern Bank have an exciting opportunity for a Customer Research & Insights Coordinator to join the team in Brisbane head office.
This role could suit someone who is early in their research or banking career looking to move, as well as recent University graduates.
The Research & Insights Coordinator role sits within the Customer Experience (CX) team, in the Customer Division. Our CX team plays an integral role in driving customer obsession throughout the Bank and is comprised of Research & Insights, Customer Advocacy, Campaign Operations & Analytics, and Customer Experience Design.
The CX team act as the central knowledge hub for customer insights, competitor and industry intelligence within the Bank and are passionate about our customers’ experience.
Your team
The Research & Insights team collectively manages the Bank’s quantitative and qualitative research programs to drive improved customer experiences and continued business growth. This includes our Voice of Customer (VoC), Customer Satisfaction and Brand Health programs, as well as our Research Community that enables fast-turnaround customer feedback.
Your impact and contribution
• Your role exists to turn customer feedback into reality, providing fast actionable insights to enable our stakeholder’s decision-making.
• On a daily basis, you will leverage your strong relationship management skills to work with stakeholders of varying levels across the Bank’s products and channels.
• You will play a critical role in keeping the customer feedback programs running and identifying opportunities to drive adoption of the VoC program and the Research Community across the Bank.
Your responsibilities
You will report into the Senior Manager, Research & Insights as well as work closely with the Senior Specialist, Research & Insights.
As the Research & Insights Coordinator, your primary responsibilities are to:
• Maintain the operational responsibilities for our Voice of Customer (VoC) program. This includes but is not limited to supporting and growing team member usage across the Bank, onboarding new users and conducting training sessions, field-work and real-time survey dashboard management, and reporting.
• Support the Research Team with monthly reporting and ad hoc requests as required, with focus on identifying themes of customer feedback.
• Leverage Great Southern Bank’s Research Community to enable fast turnaround customer feedback. This includes end to end survey management, from questionnaire design and data collection through to reporting and insight generation.
• Establish yourself as a trusted and reliable contact across the Bank for delivering customer feedback requests, supporting your colleagues to deliver on customer obsession in their roles.
• Support the Research & Insights team with strategic insight generation and ad hoc research projects as required.
• Manage and maintain the infrastructure for sharing research reports and Insights across the Bank, ensuring team members can easily access all research sources.
Your experience
• 1-2 years working in a customer research / insights role (client-side organisation / market research agency) or within a Financial Services organisation.
• Experience mining quantitative data sets to generate insights.
• Some experience visualising data and Insights for maximum impact.
• Experience using survey scripting and analysis software and online dashboarding tools e.g.Forsta, Qualtrics, InMoment, Medallia and / or research analysis software eg Q, SPSS (desirable).
Your qualifications
• Degree qualified in Business, Market Research, Marketing, Psychology, Statistics, or another related discipline (essential).
• Member of the Australian Research Society (desirable).
A little bit about us
Join us at Great Southern Bank and make a difference in the lives of over 380,000 Australians! With over 75 years of experience putting our customers first, we're proud to be customer-owned and focused on helping all Australians achieve homeownership.
As we continue to grow and invest in technology, products, and people, we're seeking motivated and enthusiastic individuals to join our winning customer team. Our culture is approachable, supportive, and fun, allowing our team members to thrive both at work and at home.
Questions? Contact Danielle Moore - **************@gsb.com.au
