Head Of Digital And Customer Experience

2 weeks ago

Auckland, New Zealand TSB Bank Full time

We’ve got locations across the motu and offer various types of flexible and remote working options.
So, whether you’re looking for a role in Banking, Risk, Finance, or something else, browse our current vacancies to find the right job for you.
If you don’t see what you’re looking for, bookmark this page, and check back soon.
Head of Digital and Customer Experience Head of Digital and Customer Experience New Plymouth, Wellington and Auckland are the preferred locations Permanent, Full-time At TSB, you’ll be part of a profit for purpose organisation, that empowers and enables you to be your best and make a positive difference for the people you work with, and the communities you are part of.
About the role We are seeking a seasoned design leader who will take full responsibility for TSB's customer experience and guide the design team in achieving this.
The Head of Digital and Customer Experience is responsible for leading and enhancing the end-to-end customer experience across all channels with a primary focus on Digital.
This role is a pivotal member of the Product & Marketing leadership team and will also take an enterprise-wide view, working closely with colleagues in other functions to deliver a market leading customer experience.
In this role, you can expect to: Develop and implement a digital customer experience strategy aligned with our overall customer value proposition and commercial goals.
Lead the design and development of target state customer experiences, working closely with key stakeholders such as our Customer Delivery team to inform the product roadmap to deliver the most impactful items from an experience perspective first.
Lead the customer insights and product design capabilities, ensuring we have quality insights on our customer’s needs, behaviours, trends, pain points and overall satisfaction and that our roadmaps and experiences are informed by these insights.
Develop customer/user experience design principles to inform the implementation of our target state experience.
Identify key metrics to measure our customer experience, working closely with colleagues in our customer delivery and operations teams to synthesise qual and quant data points.
Drive a culture of continuous improvement and insight driven experiences by building our user testing capability, ensuring this continues post initial product launch.
Oversee the digital product management capability, including accountability for the performance of our digital channels in collaboration with the customer delivery team.
Lead and mentor a team of digital product and design professionals, fostering a customer centric culture within the organisation.
Drive thought leadership by bringing insights on external customer experience trends and improvements that TSB could leverage for the benefit of our customers.
Own end to end digital customer journeys, as they relate to TSB's website, and build out TSB’s digital products and assets.
We are looking for candidates who have:10+ years' experience in the digital and design profession, including clear thought and people leadership experience.
Relevant tertiary qualification.
Sound understanding of human centred design and the various customer experience measurement frameworks.
Strong storytelling and presentation skills, with the ability to take people on the journey.
Strong analytical skills with experience in data-driven decision making (both qual and quant).
Excellent leadership, communication and stakeholder management skills.
What’s in it for me?At TSB, we’re small enough to really care about our customers but big enough to have great rates, innovative products, and digital solutions.
We are looking for people to help us achieve our goal of being the easiest bank to deal with.
We aim to create remarkable experiences for our people, who in turn create remarkable experiences for our customers.
By working with us, you’ll be a part of a profit for purpose organisation.
We’re 100% owned by Toi Foundation, a philanthropic trust, and our annual dividends contribute to Toi’s transformational impact in our community.
We believe that we all bring something unique to our workplace and when we are encouraged to be ourselves, TSB is stronger for it.
That’s why we’re committed to supporting your wellbeing, creating space for you to be your best self, both in and out of work, and enabling you to make a meaningful difference in our communities.
If you are ready to get stuck in as part of a collaborative team where you’re supported to be your best self… Apply NowClosing date for applications is 5.00 p.m Sunday 16th of March 2025.
Applications will be reviewed as they come in.
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