Customer Experience & Insights Consultant

BOQ Group; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working arrangement

Discounted financial products

Salary sacrificing options

Paid parental leave

Purchase additional annual leave

Discounted private health insurance

Employee Assistance Program (EAP)

Access to employee network groups

Pride in Diversity membership

Job summary

BOQ Group is seeking a Customer Relations Consultant in Melbourne to enrich customer experiences and learn from customers. This 12-month contract role centers on listening to customers, sharing insights with across-group teams, and driving continuous improvement while ensuring compliance with RG 271.

You will handle complaints, support product and process improvements, and contribute to a customer-centric culture that values empathy and effective outcomes.

Qualifications

• Experience in banking or financial services, particularly in customer-facing environments such as branches or service teams.
• Experience handling IDR complaints under RG 271 and BCOP is a bonus.
• Ability to think analytically, communicate clearly, and balance empathy with outcomes.

Responsibilities

• Manage complaints in line with BOQ Group’s Complaints Policy and regulatory requirements under RG 271.
• Share insights, identify trends, and help drive continuous improvement across the Group.
• Support and learn from customers to shape better products and processes.

Job description

BOQ Group is seeking a Customer Relations Consultant in Melbourne to enrich customer experiences and learn from customers. This 12-month contract role centers on listening to customers, sharing insights with across-group teams, and driving continuous improvement while ensuring compliance with RG 271.

You will handle complaints, support product and process improvements, and contribute to a customer-centric culture that values empathy and effective outcomes.