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Opportunities

Customer Experience Designer

Job Title: Customer Experience Designer
Contract Type: Temporary
Location: Melbourne CBD, Victoria
Industry:
Salary: Negotiable
Reference: TR/008962_1642380434
Contact Name: Erika Ventura
Contact Email: erikav@finxl.com.au
Job Published: January 17, 2022 11:47

Job Description

FinXL I.T Professional Services is an innovative Australian owned company providing our clients with technology enabled business solutions and consulting services.
As the 'go-to' mid-tier Service Provider for many Australian and International clients, FinXL enjoys a diverse client portfolio, boasting some of the industry's leading: Telecommunication, Banking and Finance and Commercial Corporations, along with many State and Federal Government Departments.

An ideal candidate for the CX role would have some UX skill that may be able to continue on with this work afterwards. However, this is not a requirement.

Background

Problem Statement

Bankers need quality insights to create deeper and richer customer conversations to differentiate NAB from competitors

Existing insights are disparate and delivered across many platforms, or not contextualised enough (ie location or industry specific) reducing banker utilisation


Objective

Develop a single space where bankers can access contextual, insightful insights on their portfolio, their customers, and their local market to provide customers with great insights beyond banking products

Goal

Bankers accessing tailored value add insights from a single repository

Customer Impact & Benefit

Customer Impact

Customers will receive value add insights on their business and its performance compared to local peers. Enables customers to make better decisions and assess current vs historical performance and identify opportunities for improvement

Customer Benefit

Financial performance uplift, more informed decisions making

Colleague Impact & Benefit

Colleague Impact

Banker productivity improvement as less time spent finding relevant information. Better customer conversations and more reasons to initiate contact

Colleague Benefit

Productivity uplift, growth and sales uplift, customer retention

Deliverables

  • Clarity on current banker experience
  • Identification of opportunities to improve banker experience
  • Identification of highest value deliverables
  • Creation of user stories and journeys

Next steps:

  • Roll your mouse over to that Apply Now button if you think your skills and experience fit the bill for this role. Submitted CVs must be in Word.