See yourself in our team
Group Customer Relations (GCR) is the centre of excellence for complaint resolution delivering fair and timely outcomes for our customers. Our purpose is to build a brighter future for all by championing fairness and care.
You will be part of the GCR Continuous Improvement team (CI) and play a key role in ensuring GCR processes, templates and documents are fit for purpose and help meet our regulatory obligations. The CI team manage escalated complaints that help the Group improve customer outcomes and experiences.
Our team act as a front door for any CI initiatives across GCR. We help identifying and building processes for gaps and break points identified by the business.
Do work that matter
As a Continuous Improvement Analyst, you will play a critical role in the enhancement of processes relating to the management of complaints. You will be responsible for reviewing and analysing current state processes and identifying opportunities to make it simple and easy to follow.
The purpose of this role is to ensure processes are designed and delivered into GCR in a manner that is fit for purpose, clear and effective.
Your Responsibilities will include:
It is expected that the Continuous Improvement Analyst, will deliver an advanced uplift in customer outcome and colleague experience through:
- Analysing and documenting current state of processes, systems and customer journeys
- Reviewing processes for gaps and break points and implementing solutions
- Collaborating with stakeholders to identify areas of opportunity for improved customer satisfaction and experience through the provision of enhancements to processes and systems.
- Identifying potential risks and issues throughout solution design and delivery, escalating where appropriate.
- Sharing best practices across the organization to improve consistency and customer outcomes.
- Contributing to a workplace that is supportive, engaging and fun.
- Supporting any other tasks assigned by your manager that you have the capability to perform
We want to hear from you if you have:
- Confidence communicating with a broad range of stakeholders
- Curiosity to understand the business, processes and systems associated with the complaints landscape
- Analytical and problem-solving skills, with a high-level of attention to detail.
- An organised approach to note taking and record keeping supporting stakeholder workshops and meetings
- Experience documenting processes is not essential but preferred
- A customer focused attitude with a passion for driving continuous improvement across processes and systems
- Proven time management skills including a proven ability to meet strict deadlines and balance competing priorities.
- Strong written, verbal and interpersonal communication skills.
- Excellent stakeholder management skills and proven ability to work collaboratively to achieve an outcome.
If this sounds like you, apply today!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 18/02/2025
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What We Do
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services.
We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances.
