• Be a central point of contact and coordination for team members leveraging the Voice of
  Customer program – this includes a range of channel and product owners as well as frontline
  staff. You will manage the operational and administration responsibilities of the program, across
  in-channel (real-time) feedback and email surveys. This includes but is not limited to supporting
  and growing team member usage across the Bank, onboarding new users and conducting
  training sessions, field-work and real-time survey dashboard management, maintaining the

system which enables our dissatisfied customers to be contacted.

• Leveraging customer feedback captured through the Voice of Customer program and other

data sources, you will be accountable for identifying customer pain points / opportunities and

proactively sharing these insights with key stakeholders on an ongoing basis.

• Manage Great Southern Bank’s Research Community to facilitate fast turnaround customer

surveys, testing and recruitment for qualitative research. This includes maintaining a panel of
engaged customers as well as end to end survey management from design and deployment

to insight generation, reporting and presentation of results.

• Support the Research Team with strategic insight generation, including monthly Net Promoter

Score (NPS) analysis

• Manage end to end delivery of ad hoc research projects (in-house and outsourced) as

required. You will be responsible for providing specialist research support to the team, research project
management and getting hands-on with research design and delivery.

TO SUCCEED IN THIS ROLE, YOU WILL HAVE:

• 2-5 years working in a customer research / insights role (client-side organisation / market

research agency) or within a Financial Services organisation.

• Experience mining quantitative data sets to generate insights.
• Some experience visualising data and insights for maximum impact.
• Experience using survey scripting and analysis software and online dashboarding tools e.g.

Forsta, Qualtrics, InMoment, Medallia and / or research analysis software e.g. Q, SPSS
(desirable).

Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
• Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more