Chapter Lead, Customer Strategy
1 day ago
Chapter Lead, Customer Strategy Marketing and Corporate Affairs (MCA) works with all parts of the Group as a trusted partner to enhance and pro.....
Chapter Lead, Customer Strategy
Marketing and Corporate Affairs (MCA) works with all parts of the Group as a trusted partner to enhance and protect CBA?s brand and reputation, increase the bank?s competitive advantage and deliver customer and business value.
The purpose of the Group Research and Insights team is to provide evidence of a customer?s perspective to support effective and customer driven business decisions and drive excellence in customer offerings and experiences, and to help CBA to achieve its vision.
This role is responsible for developing and leading the MCA customer experience strategy agenda and designing enterprise CX capability such as the CBA CX platform and Customer Journeys to support the organisation to reach its NPS 30 ambition.
Your responsibilities:
Developing and leading the CX strategy agenda
Designing, implementing and ongoing management of the enterprise Customer Journey capability and governance
Leading
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