Customer Experience Lead

4 days ago

Auckland, Auckland, New Zealand ASB Bank Full time
Customer Experience Lead - Core modernisation

Join ASB as a Customer Experience Lead

Here at ASB, the customer is at the heart of everything we do. Recognised as one of New Zealand's leading financial organisations, with a united and talented workforce, we are continually evolving against a backdrop of rapidly changing customer needs, regulations and technologies.

We have an exciting opportunity for a Customer Experience Lead to join our team. As a senior member of the team, you will lead a group of Customer Experience Owners (CXOs) and their cross-functional squads to create and continually optimise experiences that meet current and future customer needs and deliver business value within risk appetite.

Through a multi-year transformation, we are seeking to revolutionise our core banking systems, simplifying and enhancing customer experiences, reducing risk and driving innovation across the organisation. This is your opportunity to join us at the outset, leave a lasting impact, leverage modern technology to enhance the financial well-being of New Zealanders, and propel your career to new heights within a thriving and supportive environment. If you are a technology leader with a passion for change and a proven track record of execution, we want to hear from you.

Key Responsibilities:

  • Lead CXOs (product owners) and their squads and collaborate with colleagues across ASB to define and execute experience strategy.
  • Create a clear and compelling vision for stakeholders and squads.
  • Drive increment planning activities and support CXOs/squads to translate strategies into outcomes.
  • Build and maintain a clear understanding of future-focused customer and colleague needs.
  • Collaborate with Vendors, Suppliers and Partners on product roadmaps to build and deliver modern features that enable experience.
  • Build and maintain end-to-end data and analytics across the experience area.
  • Define, prioritise, and refine backlogs with CXOs across the experience area, considering management of lifecycles of critical services.
  • Foster innovation and experience obsession by enabling a safe learning culture.
  • Measure and visibly demonstrate progress, fostering an outcome focus within squads.
  • Collaborate with leadership, tribe, and across ASB to manage risks and dependencies.

You will ideally be a strategic and innovative leader with a strong focus on customer experience. Your ability to manage ambiguity, set priorities, and drive innovation will be crucial in this role.

Ngā mea kia whai angitū ahau? | What Do I Need to Be Successful?

  • Extensive experience in leading experience strategies and initiatives.
  • Technical Product Ownership experience in an agile environment, delivering services and products.
  • Strong ability to manage ambiguity and make decisions without having the total picture.
  • Advanced stakeholder management capability, including vendors and partners, fostering constant connections focused on openness, collaboration, and driving progress.
  • Broad technical capability, including knowledge of core banking, data, digital, and modern technologies to connect teams and deliver outcomes.
  • Courage to challenge the status quo and provide constructive and actionable feedback.
  • Ability to prioritise what is important, eliminate roadblocks, and create focus.
  • Experience in measuring value and ensuring outcomes align with defined business metrics.
  • Ability to foster a learning culture, ensuring features and changes have clear test & learn objectives and hypotheses.

Te mahi ki ASB | Working for ASB

ASB is grounded in our values (caring, integrity, passion, courage, and united). They guide our day-to-day interactions with our team, customers, and community. They are what makes ASB - ASB.

We offer a flexible and supportive work environment as well as an open and inclusive culture; a place where we welcome and value your individuality, ideas, and goals.

We also have a wide range of market-leading benefits including health insurance, banking benefits, 5 days "you do you leave" and a $500 "your choice" benefit which is renewed annually. To find out more, click here.

If these values resonate with you, and you are passionate about customer experience and innovation, we encourage you to apply and join a team that thrives on continuous learning, collaboration, and impactful leadership

Me pēhea te tono | How to Apply?

Submit your application today using the application link. Successful candidates will be required to undertake several pre-employment checks which will include but are not limited to; police check, credit check, AML compliance, verification of your qualifications and may include checks both here in New Zealand and overseas.

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