Your division:

The Customer, Marketing and Communications team bring together all the key functional teams responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers.

We create and deliver customer-led propositions, share ideas and insights to influence customer-led thinking across the business and create and deliver a compelling story to help all of our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.

Your Team:

The Customer Strategy, Insights and Optimisation team is a multi-disciplinary team bringing together insights, strategy, digital experience optimisation and digital analytics experts.

This team is responsible for leading customer research, embedding feedback loops, analysing data and activating experiments – we are passionate about leveraging the voice of the customer and behavioural signals to understand performance, embedding a culture of experimentation, and providing useful insights and guidance to Crews and CoEs on opportunities to drive NPS, acquisition, engagement and retention.

Your impact & contribution:

The Senior Manager VoC & Insights leads a team who acts as the central intelligence hub and primary vehicle for the business to help understand customer experience, broker experience, brand health and key category movements.

Working closely with stakeholders in the business, you will ensure that Bankwest is constantly evolving the way customer and market data is captured, analysed and presented so that all teams within the business can extract valuable and actionable insights.

Your responsibilities

Leading and transforming the VoC & Insights function at Bankwest:

• Define the vision and roadmap for a best-in-class insights operation at Bankwest in alignment with the bank’s strategy and objectives.

• Act as a key driver of change in transforming insights into actions; ensuring feedback loops and research results are not only reported but being used to drive measurable change.

• Provide oversight of all VoC & Insights programmes, ensuring quality outputs as well as continuous improvement.

Divisional representation & stakeholder management:

• Represent the VoC & Insights function at key leadership forums, building equity as a trusted advisor amongst senior leaders.

• Influence and collaborate with stakeholders within the business to solve complex problems and deliver transformative outcomes.

Supplier management:

• Identify, select and manage third party vendors in accordance with agreed budgets, target outcomes and risk management policies and practices.

• Build and maintain strong relationships with suppliers and identify opportunities to implement improvements to our insights programmes whilst delivering cost-savings in the long-term.

Governance, risk and compliance:

• Ensure all research programmes adhere to the applicable regulatory requirements, particularly in data handling and privacy.

• Identify and manage risks across all research programmes, providing regular oversight and quality assurance.

Team management and capability development:

• Lead, coach and develop a high-performing insights team across a diverse area of expertise, ensuring all data is synthesised into coherent stories.

• Encourage curiosity and critical thinking within the team, supporting the development of frameworks and methodologies to unpack key customer and business problems.

Your skills & experience

• High level of intellectual curiosity, a passion for finding solutions to challenging problems and a strong growth mindset.

• Significant experience in customer and market insights, research, or analytics roles with leadership responsibilities.

• Deep expertise in both qualitative and quantitative methodologies, with the ability to assess, guide and evolve research approaches.

• Proven ability to think strategically and solve complex problems using structured, analytical frameworks.

• Strong commercial acumen with a track record of converting insights into tangible business outcomes.

• Demonstrated experience in managing risk and compliance in an ever-evolving context.

Your qualifications:

• Relevant tertiary qualifications (e.g. Commerce, Business, Marketing, Psychology) including exposure to market research theory, methodologies and statistical techniques.

• Minimum 10 years’ experience in the design and execution of qualitative and quantitative market research methodologies.

• Experience in multivariate statistical applications (e.g. Q, SQL or similar) and Qualtrics an advantage.

• Advanced Word, PowerPoint, Excel skills.

If this sounds like you, apply now!

Advertising End Date: 31/07/2025