Client Engagement and Research Operations Manager 

• You are a seasoned professional in Customer Engagement and Research Operations, dedicated to supporting effective and efficient research practice 

• Our team is committed to delivering the best end-to-end experiences for our complex business clients and staff. 

• Together, we can apply a human-centred approach to deliver world-class business banking experiences. 
   

Do work that matters 

As the Client Engagement and Research Operations Manager in Digital Business Banking, you will manage the ongoing engagement and operational running of client events and research activities supporting a programme of delivery to transform our Corporate Banking platform - CommBiz. Working in collaboration with researchers, designers, and product owners you will play a key role in ensuring our customers and staff are at the centre of our product design and delivery process.  

See yourself in our team 

Reporting into the Strategic Design Lead for CommBiz, you will be part of the Digital Business Banking team primarily supporting the CommBiz transformation programme. This team is at the heart of designing and building brilliant digital experiences for our complex business customers, where understanding client needs and providing the voice of the user is critical from Discovery and Inception phases right through to delivery and usability testing. Most excitingly, we get to see our work have real impact on the thousands of businesses that use CommBiz daily to manage their banking needs 

What you will work on 

This role will see you organizing and managing events and research activity involving our complex business clients and their users, including ASX listed companies. Working with the Strategic Design Lead, the delivery team and the business, you will support the prioritisation and operational management of client engagement and research activities across the discovery and delivery process, required to ensure we’re creating a new CommBiz experience focused on meeting the needs of our clients now and into the future. You will be responsible for the management of our client user panel and fostering relationships with account and relationship executives to ensure a continuous pipeline of participants are available for engagement. As well as ensuring insights captured are made available to relevant teams and the business for broader visibility and incorporation across the programme.  

On any given week you will be focused on 

• Research planning and prioritisation: Creating and managing a prioritized pipeline of research events and activities required to support the CommBiz programme 

• Event Organization and Coordination: Planning and coordinating research-related events, workshops, and training  

• Client engagement and user panel management: Managing a consistent pipeline of clients and users and engagement with them for participation in research events and activities   

• Resource Management: Managing additional research tools, platforms, and vendors required to support delivery of the research pipeline 

• Insight distribution: Managing a centralized repository of research insights and distribution for visibility and incorporation by delivery teams and the business more broadly 

• Collaboration: Working closely with researchers, designers, and product owners to ensure seamless integration of research insights into product development. 

• Research Process Optimization: Streamlining research processes and methodologies to enhance efficiency and effectiveness. 

• Data Management: Overseeing data governance, ensuring data integrity and compliance with privacy regulations. 

• Advocacy: Advocate for the value of research operations across the broader organization. 

We are interested to hear from people who have: 

• Strong knowledge of research operations principles and best practices 

• Excellent relationship management and communication skills 

• Strong organizational skills with the ability to plan and prioritize tasks to optimize team efficiency and productivity 

• Good analytical skills and a desire to delve into a problem space to better understand it 

• Familiarity with a range of digital experience research activities, both qualitative and quantitative 

• Experience in managing research tools and platforms 

• A proactive problem-solving approach coupled with clear, open, and consistent communication style.