Customer Engagement Designer
2 days ago
**Ko mātou tēnei | This is Us** Our role as the Bank of New Zealand is to help navigate New Zealand towards a better future. That means we are focusing on our customers, continually improving the way we do business. This is an opportunity for you to join our Data, Digital & Analytics domain as a Customer Engagement Designer. The Customer Engagement unit leads data-driven customer engagement orchestrated across channels. It comprises several specialist teams who work alongside other units in BNZ to design and advance the customer experience. We're on a journey to transform the customer experience to be "digital first and human when it matters". We are looking for someone keen to work in the data strategy and marketing automation arena as a Customer Engagement Designer. We build customer communications across all channels using artificial intelligence to deliver timely, contextual and highly relevant 1:1 conversations with our customers. **Mō te Tūranga | About the Role** Working with a team of decisioning consultants, the Customer Engagement Designer configures "Next Best Conversations" (customer decision strategies) within BNZ's "Customer Decision Engine" to enable data-driven communications across channels. Your role will support operational processes, documentation, and quality assurance. We sat down with our General Manager Customer Engagement, to learn more about the role and about working at BNZ. **What is the team culture and environment like?** The team is supportive and open, working collaboratively to create an environment where we can continually develop. The diversity of the team allows us to bring our own experiences and strengths together to ensure we are consistently highly performing. Implementing an automated and AI-enabled Customer Decision Engine and 1-1 conversations to enable data-driven customer engagement, orchestrated across channels. **What are the day to day tasks the person in this role will complete?** - Support the definition and assessment of communication requirements. - Build communications in the Customer Decision Engine. - Test communications prior to launch. Support quality assurance. - Document briefs, and document and maintain operational processes. **What is your management style?** I like to promote an open, supportive, and collaborative culture. I place a lot of trust in the team but I am always there to support when needed. **What is the most exciting thing about this opportunity?** You will be part of building a world leading capability for customer engagement After 6 to 12 months, you will have gained an excellent knowledge of the Customer Decision Engine and how to implement communications, and you will have built a strong portfolio of 1:1 conversations delivering brilliant outcomes for customers. During this period, you will also need to contribute to creating effective and efficient working processes for the creation of these automated communications. **What previous experience and skills is this person likely to have?** - Clear and logical thinking, possibly with an understanding of computers and Boolean logic. - Interest in or experience of a data-driven marketing role, campaign management, data analysis, or suchlike. - Strong interpersonal and communication skills. - Ability to manage multiple activities, priorities, and conflicting deadlines. - Comfortable taking responsibility, using their initiative, and being resourceful. - Embodies our values: excellence for customers, be respectful, own it, grow together. **Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand
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