Voice of Customer Lead
People First Bank
Date: 1 day ago
City: Adelaide, South Australia
Contract type: Full time
Job Description
Are you driven by purpose and passionate about delivering better customer experiences?
In this unique opportunity you will design, deliver and manage our Voice of Customer (VoC) and Customer Research programs. Reporting to the Head of Insights, Strategy and Segmentation you will be an integral member of the Brand & Marketing team as you bring the voice of our customers directly into strategic conversations, helping shape decisions as we create a new bank – People First Bank.
Specifically, You Will
To thrive in this role, you'll need strong interpersonal and communication skills, with the ability to engage and influence a diverse range of stakeholders. You'll bring curiosity, critical thinking, and a collaborative mindset and are able to turn feedback into clear, actionable insights. A proactive approach, adaptability, and a passion for continuous improvement will help you drive meaningful change and champion the customer voice across the organisation.
We Also Seek
Why You’ll Love Working With Us
People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.
You’ll have access to financial and lifestyle benefits to support your success and individuality:
In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.
We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states.
With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.
Apply Online Now
If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume
We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.
Are you driven by purpose and passionate about delivering better customer experiences?
- Join our team of data ninjas—transform customer feedback into powerful insights
- Bring your stakeholder engagement skills to drive action
- Work flexibly – hybrid from home and our HOs in Adelaide, Brisbane or Toowoomba
In this unique opportunity you will design, deliver and manage our Voice of Customer (VoC) and Customer Research programs. Reporting to the Head of Insights, Strategy and Segmentation you will be an integral member of the Brand & Marketing team as you bring the voice of our customers directly into strategic conversations, helping shape decisions as we create a new bank – People First Bank.
Specifically, You Will
- Lead the transformation and ongoing management of the VoC program.
- Define the future state of the VoC program, focusing on real-time, in-channel feedback.
- Analyse VoC feedback to identify key pain points and collaborate with stakeholders.
- Mentor and develop a network of VoC advocates across the organisation.
- Build strong cross-functional relationships to embed a culture of continuous improvement.
- Oversee Brand Health and Corporate Reporting programs.
- Enhance the VoC closed-loop feedback process to ensure customer insights lead to tangible actions.
- Manage budgeting, invoicing, and monthly reconciliation for VoC-related activities.
To thrive in this role, you'll need strong interpersonal and communication skills, with the ability to engage and influence a diverse range of stakeholders. You'll bring curiosity, critical thinking, and a collaborative mindset and are able to turn feedback into clear, actionable insights. A proactive approach, adaptability, and a passion for continuous improvement will help you drive meaningful change and champion the customer voice across the organisation.
We Also Seek
- Experience managing a Voice of Customer platform (Qualtrics is preferred).
- Strong background in market research, including methodology design and reporting.
- Excellent communication skills with the ability to simplify complex data.
- Passion for using insights to improve customer experience.
- High attention to detail and strong problem-solving capabilities.
Why You’ll Love Working With Us
People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.
You’ll have access to financial and lifestyle benefits to support your success and individuality:
- Flexibility and hybrid working arrangements.
- Extend your salary with discounts on banking, health insurance, and shopping across Australia.
- Advance your career with training, study support, and project opportunities.
- Competitive leave benefits that empower employees to take time for themselves and loved ones.
- Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
- Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
- Be recognised for your contributions through our peer-driven recognition program.
In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.
We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states.
With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.
Apply Online Now
If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume
We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.
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