Senior Continuous Improvement Leader: Customer Experience

People First Bank; Adelaide; Hybride; AUD 110 000 - 160 000; Plein temps

Avantages offerts par ce poste

Hybrid working arrangements

Discounts on banking

Health and lifestyle benefits

Training and study support

Volunteer and community initiatives

Employee recognition program

Résumé du poste

People First Bank is seeking a Continuous Improvement Senior Specialist to lead high-impact initiatives that reduce customer friction, improve operational performance, and deliver measurable business value.

This role coordinates a pipeline of customer-focused improvements through the Customer First Forum, partnering with leaders to translate insights into sustainable actions and to support regulatory reporting requirements such as RG271.

Qualifications

• Significant experience in continuous improvement, operational excellence, customer experience, business improvement, or transformation roles.
• Proven track record leading end-to-end improvement initiatives with measurable outcomes.
• Experience managing multiple priorities and complex initiatives in a dynamic environment.

Responsabilités

• Coordinate and actively contribute to the Customer First Forum, prioritising and managing customer friction points.
• Lead complex continuous improvement projects to enhance customer experience, efficiency, and employee effectiveness.
• Identify root causes and translate insights into practical improvement opportunities.
• Facilitate workshops and stakeholder engagement across the organisation.
• Maintain oversight of the improvement pipeline, managing risks, dependencies and delivery timelines.
• Develop and maintain reporting showing customer and business value from initiatives.
• Prepare and present recommendations and progress updates to leaders.
• Coach teams in continuous improvement practices and methodologies.

Connaissances

Continuous improvement

stakeholder engagement

analytical thinking

problem-solving

project management

Outils

Lean Six Sigma

DMAIC

Process Mapping

Value Stream Mapping

Customer Journey Mapping

Description du poste

People First Bank is seeking a Continuous Improvement Senior Specialist to lead high-impact initiatives that reduce customer friction, improve operational performance, and deliver measurable business value.

This role coordinates a pipeline of customer-focused improvements through the Customer First Forum, partnering with leaders to translate insights into sustainable actions and to support regulatory reporting requirements such as RG271.