Continuous Improvement Specialist

Heritage Bank; Toowoomba Regional; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Bank discounts

Training support

Wellbeing program

Volunteer opportunities

Recognition program

Job summary

People First Bank is seeking a Customer Experience Improvement lead to identify, prioritise and deliver initiatives that enhance customer satisfaction, improve operational efficiency, and drive business outcomes across the organisation.

You’ll drive the priority pipeline through the Customer First Forum, lead end-to-end improvement initiatives, map journeys, analyse feedback, and embed sustainable change with stakeholders.

Qualifications

• Proven experience in Continuous Improvement, Operational Excellence, Customer Experience or Process Improvement.
• Strong track record delivering end-to-end improvements with measurable results.
• Experience using customer insights and operational data to identify opportunities.
• Excellent facilitation and cross-functional collaboration skills.
• Outstanding analytical, problem-solving and communication abilities.

Responsibilities

• Analyse customer feedback, complaints, surveys and data to uncover trends and improvement opportunities.
• Facilitate customer journey mapping, workshops and problem-solving sessions across multiple areas.
• Lead end-to-end continuous improvement initiatives delivering measurable outcomes.
• Develop practical improvement plans and embed sustainable change with stakeholders.
• Monitor outcomes and demonstrate impact through metrics.
• Present recommendations to leaders and senior leaders.
• Coach teams in continuous improvement tools and methodologies.

Skills

Continuous Improvement

Operational Excellence

Customer Experience

Process Improvement

Facilitation skills

Stakeholder engagement

Analytical thinking

Change management

Education

Tertiary qualification in Business, Finance, Economics or related discipline

Job description

• Lead high-impact continuous improvement initiatives across the organisation.
• Turn customer insights into measurable business and customer outcomes.
• Apply continuous improvement methodologies to drive lasting change.

About the role:

As an integral member of our Customer Experience Improvement team, you'll take the lead in identifying, prioritising and delivering initiatives that enhance customer satisfaction, improve operational efficiency, and drive business

You'll maintain and drive our organisation's priority pipeline of customer friction points through the Customer First Forum, by leading and supporting initiatives to systematically address and eliminate the issues that have the greatest impact on our customers.

Specifically, you will:

• Analyse customer feedback, complaints, surveys and operational data to uncover trends, root causes and improvement opportunities.
• Facilitate customer journey mapping, workshops and problem-solving sessions across multiple business areas.
• Lead end-to-end continuous improvement initiatives that deliver measurable customer and business outcomes.
• Develop practical improvement plans and work collaboratively with stakeholders to embed sustainable change.
• Monitor outcomes and demonstrate the impact of initiatives through customer, operational and business metrics.
• Present recommendations and insights to leaders and senior leaders across the organisation.
• Coach and support teams in continuous improvement tools and methodologies, building capability across the business.

What you'll bring

You’ll be experienced in delivering and embedding improvement and you are a professional who enjoys solving complex problems, influencing stakeholders and making a genuine difference to customer outcomes.

We also seek:

• Proven experience in Continuous Improvement, Operational Excellence, Customer Experience, Business Improvement or Process Improvement.
• A strong track record of delivering end-to-end improvement initiatives with measurable results.
• Experience using customer insights and operational data to identify and prioritise improvement opportunities.
• Strong facilitation skills, with experience leading workshops and cross-functional improvement initiatives.
• Excellent stakeholder engagement and influencing skills, with the ability to work across all levels of an organisation.
• Outstanding analytical, critical thinking and problem-solving capability.
• Strong planning, organisation and change management skills.
• Excellent written and verbal communication skills.

You'll also have practical experience applying continuous improvement methodologies including:

• Lean Six Sigma
• DMAIC
• Process Mapping
• Value Stream Mapping
• Customer Journey Mapping

Furthermore, a tertiary qualification in Business, Finance, Economics or a related discipline will be highly regarded, as will experience within financial services, insurance or technology.

Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Extend your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states.

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.