TSB Bank

About TSB Bank

Working at TSB Our people are proud to belong to a 100% independent NZ owned Bank and proud to see the results of their efforts invested back into New Zealand. We’re a leader in customer service, having won the 2019 Consumer NZ People’s Choice Award for Banking four years in a row and the 2019 KPMG New Zealand Customer Experience Excellence Award. Our focus to deliver good customer outcomes is in our people’s DNA and TSB is so committed to it, it’s a core part of our purpose: Unleash our unparalleled customer care for community good. Our strong corporate values: One Team, People First, Integrity, Innovation, Keep it Simple set our standards and set us apart. We demonstrate our People First value through the distribution of our profit for the benefit of others and by providing our employees with a place to belong, grow, and be recognised. We work together as a One Team community to ensure a sustainable future and we encourage every employee to have a voice and be an active participant in our success. We aim to create remarkable experiences for our people just as our people create remarkable experiences for our customers. Role dimensions Reports to: General Manager Marketing and Customer Experience Department: Marketing and Customer Experience Job Family: Technical Specialist Location: Auckland (one overnight per week required) or New Plymouth Direct Reports: NA Role requirements Primary purpose Working with our customers, frontline team and stakeholders, you will be responsible for bringing the customer voice to the table and developing our strategy for unparalleled customer care. You’ll create customer journey maps (and drive change as a result), work with agencies re research and our brand tracker, and own our voice of customer and good customer outcomes programmes. Role specific areas of responsibility Customer journey mapping and the identification of pain points. Lead project group for resolution Deliver customer insights critical to the decision making process and embed satisfying customer needs into all of TSB’s actions Lead all research to understand customer’s needs and latent needs through thought banks and focus groups Work with external agencies for further insights around our customers and potential customers Define and drive brand heath measures and monitor NPS, and our good outcomes programme Work with stakeholders including frontline staff, tech and product to improve the journey Profile our target markets based on needs analysis and ensure this drives understanding and decision making across TSB Develop customer service expectations and measurements across branch, digital and phone Develop effective customer satisfaction measures beyond VOC and NPS Represent the customer in channel, new product development and touchpoints across the bank. Generic responsibilities Keep up to date with and comply with all Bank policy and procedures. Comply with all health and safety polices, directions and instructions and ensure that in the performance of duties not to undermine own health and safety or the health and safety of any other person. Be continually mindful of the Bank’s Health and Safety Policy: o No business objective will take priority over health and safety. o All incidents are preventable. o Whilst management have ultimate accountability, we all have responsibility for health, safety and wellness. o All employees have the responsibility to stop any job they believe is unsafe or cannot be continued in a safe manner. At all times demonstrate the Bank’s values: Embrace change and act as a change agent – accepting, embedding and reinforcing change in the workplace. Person specification Required experience & qualifications Exceptional EQ Strong storytelling and presentation skills, with the ability to take people on the journey To be a customer advocate Customer journey mapping experience To be able to interpret data into insights Agency management experience Have led customer satisfaction measures eg VOC Tertiary qualified, 10+ years’ experience From time to time there may be additional activity not contained within this position description that the appointee is to complete in the interests of the appointment and their own personal development. This position description provides a broad overview of responsibilities. The position description is a living document and the Bank reserves the right to amend from time to time as required.

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Company Info

Legal Form: PLC

Company Type: Private

Company Size: 51 - 250

Revenue: 1 - 5 billion (NZD)

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Job Ads found: 622

Job Ads per Month: 17.8

Hiring Locations: 33

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