Customer-Driven Continuous Improvement Lead

People First Bank; City of Brisbane; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid work

Banking discounts

Training opportunities

Generous leave

Wellbeing program

Volunteer opportunities

Peer recognition

Job summary

People First Bank is seeking a Customer Experience Improvement lead to drive initiatives that boost customer satisfaction, reduce friction, and improve operational efficiency across the organisation. You will analyse feedback, map journeys, run workshops, and deliver end-to-end improvements that translate into measurable outcomes.

You will maintain the priority improvement pipeline via the Customer First Forum, coach teams in Lean Six Sigma and problem‑solving, and present insights to senior

Qualifications

• Proven experience in Continuous Improvement, Operational Excellence, Customer Experience, Business Improvement or Process Improvement.

Responsibilities

• 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.

Skills

Continuous Improvement

Operational Excellence

Customer Experience

Process Improvement

Facilitation

Stakeholder Engagement

Analytical Thinking

Change Management

Communication Skills

Education

Bachelor's degree in Business/Finance/Economics or related discipline

Tools

Lean Six Sigma

DMAIC

Process Mapping

Value Stream Mapping

Customer Journey Mapping

Job description

People First Bank is seeking a Customer Experience Improvement lead to drive initiatives that boost customer satisfaction, reduce friction, and improve operational efficiency across the organisation. You will analyse feedback, map journeys, run workshops, and deliver end-to-end improvements that translate into measurable outcomes.

You will maintain the priority improvement pipeline via the Customer First Forum, coach teams in Lean Six Sigma and problem‑solving, and present insights to senior