Customer Experience Director
2 weeks ago
**Ko mātou tēnei | This is Us**
Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions though our promise If you can imagine a better future, let's find a way.
As the CX Director at BNZ, you will be responsible for guiding and leading a team of CX and Service design practitioners spearheading our CX capability.
This is a critical leadership role in our Design team at BNZ. You will work closely alongside leaders in Product, Technology, Design, Content, Marketing, Product and Data teams at BNZ. This role will lead, nurture and advocate for CX within our Design teams and beyond.
**Mō te Tūranga | About the Role**
We sat down with one of our Head of Design & Content (who you'd report to) and he let us know the following about the role:
**What are 5 day to day tasks the person in this role will complete?**
- Oversee the work of designers and researchers supporting tribes or other bank initiatives, providing guidance and direction as required
- Understand the relative strengths and capacities of designers and researchers and recommend appropriate deployment of resource across tribes and other bank wide initiatives
- Lead the team in developing CX Design Centre of Excellence resources and tools
- Establish a working team rhythm that allows designers and researchers to share observations and best practices and coach each other to further develop their skills and knowledge
- Maintain a thorough knowledge of external trends and best practice customer experience design techniques.
**What is the team culture and environment like?**
The culture in our Marketing and Design team is highly collaborative and lots of fun. We strongly believe that having fun is a key part of helping you and others do the best work of their career.
**What is the most exciting thing about this opportunity?**
You will be joining a talented team who are helping deliver initiatives that will reshape the future of banking for New Zealanders. We are well set up to help you achieve these goals.
**What attributes will this person display in order to be successful in this role?**
As an experienced leader and senior practitioner you will bring your experience, tenacity and passion for all things customer and user focused to BNZ. You will also;
- Have an open, questioning mind and wants to help people achieve their goals.
- Be passionate about Human Centred Design
- Be comfortable communicating findings and insights to senior stakeholders both in written form and in person.
- Be comfortable with messy and complex problems.
- Be flexible and able to pivot when required.
- Stay current with research and design trends and is proactive in sharing these across BNZ.
- Be excited to lead, guide, advise and manage a high-performing CX team.
**What is your favourite thing about working for BNZ?**
There are great benefits to working at BNZ such as 6 weeks annual leave, discounts on banking products and health insurance for you and your loved ones. But there are also great advantages of being part of a team that can directly impact the lives of almost 1 million New Zealanders. We believe that by creating simple, accessible, and useful tools for our customers we enable them to achieve their goals and become financially better off. Our Design team is a key part of this impact and we are proud of the experiences we create for our customers.
**Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand**
- Applications close Wednesday 8th February at 11:55pm._
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