Specialist Research Insights

As our highly valued Research and Insights Specialist based in our Head Office in Brisbane CBD. The responsibilities of the role will include:

• Be a central point of contact and coordination for team members leveraging the Voice of
  
  
  

Customer program – this includes a range of channel and product owners as well as frontline

staff. You will manage the operational and administration responsibilities of the program, across

in-channel (real-time) feedback and email surveys. 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, maintaining the

system which enables our dissatisfied customers to be contacted.

• Leveraging customer feedback captured through the Voice of Customer program and other
  
  
  

data sources, you will be accountable for identifying customer pain points / opportunities and

proactively sharing these insights with key stakeholders on an ongoing basis.

• Manage Great Southern Bank’s Research Community to facilitate fast turnaround customer
  
  
  

surveys, testing and recruitment for qualitative research. This includes maintaining a panel of

engaged customers as well as end to end survey management from design and deployment

to insight generation, reporting and presentation of results.

• Support the Research Team with strategic insight generation, including monthly Net Promoter
  
  
  

Score (NPS) analysis

• Manage end to end delivery of ad hoc research projects (in-house and outsourced) as
  
  
  

required. You will be responsible for providing specialist research support to the team, research project

management and getting hands-on with research design and delivery.

You're Impact and Contribution

• Your role exists to turn customer feedback requests 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 to access and unlock value from existing

research programs or find fast creative solutions to gather the insights they need.

• You will play a critical role in keeping the customer feedback programs running and
  
  
  

identifying opportunities across the Bank to drive adoption of the Voice of Customer program

and Research Community.

• Naturally curious, you will utilise your experience mining quantitative data to work closely with
  
  
  

your team to triangulate all data sources available to generate strategic insights that seek to

propel Great Southern Bank to achieve its strategic objectives.

• With a can-do attitude, you love working at pace and constantly seek to optimise and
  
  
  

enhance the way we capture our customers feedback.

Do things differently with us

To succeed in this role, you will have:

• 2-5 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 e.g. Q, SPSS

(desirable).

Why Great Southern Bank?

Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
• Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!
  
  
  

Imagine working for a bank that truly helps people. You can.

Questions? Please contact our Talent and Experience Partner, Danielle Moore - [email protected]

At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day.