BOQ Group
Manager Customer Relations Data & Insights
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About The Role
As the Manager, Customer Relations Data & Insights, you will lead the delivery of customer complaints and customer relations insights that drive data-informed decision-making across the organisation. Reporting on customer trends, complaints performance, regulatory obligations, and customer experience outcomes, you will play a critical role in helping the business better understand its customers and identify opportunities to improve processes, enhance experiences, and reduce avoidable complaints.
You will lead a team responsible for developing robust reporting, delivering actionable insights, and supporting strategic initiatives that influence customer outcomes. Working closely with Customer Relations, Contact Centre, Distribution, Remediation, and key external partners, you will translate complex data into meaningful stories that support senior leaders, executive committees, and board-level decision-making.
Key Responsibilities Include
- Leading the delivery of customer relations and complaints reporting, insights, and dashboards.
- Providing analysis and recommendations that drive customer-centric decision-making and process improvement.
- Identifying complaint trends, root causes, and emerging risks, and translating findings into actionable business outcomes.
- Supporting customer experience initiatives, forecasting activities, and operational efficiency programs.
- Partnering with internal stakeholders and external providers to deliver meaningful customer insights.
- Facilitating workshops and presenting insights to senior leaders and key stakeholders.
- Acting as a subject matter expert on complaints reporting, systems, processes, and regulatory requirements.
- Overseeing the delivery of regulatory complaints reporting and ensuring compliance with RG271 obligations.
- Championing a customer-first approach and fostering a culture of continuous improvement.
About You
You are a highly analytical and commercially minded leader with a passion for turning customer data into meaningful insights that improve business performance and customer outcomes. You enjoy solving complex problems, influencing stakeholders, and leading teams to deliver high-quality outcomes in a fast-paced environment.
You Will Bring
- Experience developing and delivering executive-level reporting, insights, and recommendations.
- Strong research, analytical, and problem-solving capabilities, with the ability to identify trends and root causes.
- Experience managing projects and cross-functional initiatives from concept through to delivery.
- Strong stakeholder management skills and the ability to build effective relationships across all levels of an organisation.
- Excellent communication and presentation skills, including the ability to facilitate workshops and influence decision-makers.
- Knowledge of customer complaints frameworks and regulatory requirements, including RG271 (highly regarded).
- Experience working in customer-facing environments such as Customer Relations, Customer Service, or Contact Centres (highly regarded).
- Proficiency in Microsoft Office applications, Power Platform, and Dynamics.
- Strong organisational and time management skills, with the ability to manage competing priorities and deliver to deadlines.
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Most importantly, you are a collaborative and values-driven leader who is passionate about improving the customer experience.
About Us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential, and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our Perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Benefits
Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:
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- Flexible working arrangement - Balance your work and personal life with ease.
- Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
- Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
- Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
- Purchase additional annual leave - Need more time off? You can buy extra leave days.
- Discounted private health insurance plan - Take care of your health with our special rates.
- Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family.
- Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
- Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!
How To Apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value, and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies, and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.
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