Senior Continuous Improvement Lead – Customer Experience

People First Bank; Brisbane; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid working arrangements

Discounts on banking, health insurance

Training & study support

Generous leave benefits

Wellbeing program

Volunteer and community initiatives

Recognition program

Job summary

People First Bank is seeking a Continuous Improvement Senior Specialist to lead high-impact initiatives that reduce customer friction and improve operational performance. You will coordinate a pipeline of improvement projects, collaborate with leaders, and translate insights into measurable actions across the organisation.

You will drive end-to-end initiatives, leveraging data and customer insights while supporting governance and reporting to senior leadership.

Qualifications

• Experience leading end-to-end improvement initiatives.
• Strong stakeholder engagement and facilitation skills.
• Ability to translate insights into actionable improvements.

Responsibilities

• Coordinate and contribute to the Customer First Forum to prioritise friction points.
• Lead complex improvement projects to enhance customer experience and efficiency.
• Identify root causes and translate insights into practical opportunities.
• Facilitate workshops and engagement activities across the organisation.
• Maintain the customer friction improvement pipeline with risks and timelines.
• Develop reports showing value delivered by improvements.
• Present recommendations to leaders and senior stakeholders.
• Coach teams in continuous improvement practices and change management.

Skills

Continuous Improvement

Stakeholder engagement

Analytical thinking

Change management

Problem solving

Presenting to leaders

Tools

Lean Six Sigma

DMAIC

Process Mapping

Value Stream Mapping

Customer Journey Mapping

Job description

People First Bank is seeking a Continuous Improvement Senior Specialist to lead high-impact initiatives that reduce customer friction and improve operational performance. You will coordinate a pipeline of improvement projects, collaborate with leaders, and translate insights into measurable actions across the organisation.

You will drive end-to-end initiatives, leveraging data and customer insights while supporting governance and reporting to senior leadership.