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Senior Manager- Customer Experience

Bendigo and Adelaide Bank
Bendigo, Australia
Closing date
May 18, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Your new role with Bendigo Bank is just a few clicks away.

Position description: Senior Manager Customer Experience.pdf

Closing Date: 15th May 2024.

About the team:

Business & Rural Banking is a strong contributor to our customers and the Bank's success. In what is a highly competitive and evolving marketplace we are constantly seeking creative and innovative ways to improve what we do and demonstrate our compelling points of difference to our customers.

About the role:

Newly created role in Business and Agri Banking division for Customer Experience Experts!

As Senior Manager Customer Experience Business and Agriculture, you will be responsible for prioritizing our clients and communities in all aspects of their journey with Bendigo. To ensure customer attraction, experience and retention you will provide high-quality insight and ownership on relevant products, services, as well as the journey we help our customers undertake with their business or farm.

In this role you will excel in being able to help balance the "now" with our exciting future state. This encompasses how customers experience our colleagues, processes, systems and even structures within Bendigo.

We are seeking someone with the desired skills and experience for the role:
  • Able to work towards improving and/or re-designing ways of working with customers to meet their needs rather than ours.
  • Identifying opportunities to improve customer outcomes by meeting customers and colleagues and understanding their challenges and opportunities.
  • Able to execute using strong stakeholder skills to build and maintain collaborative relationships with internal and external stakeholders; make stuff happen!
  • Relevant ownership of customer experience journeys in the past and how policy and procedure come together to affect this.
  • Strong knowledge of Financial Services and the Banking Industry, channels, competitive dynamics, and customer behavioral trends.
  • Proficient in written and verbal communication abilities.

This is a full-time position, based in Melbourne or Bendigo. Hybrid ways of working are core to how we operate today with a minimum 2 days working from an office. Flexible work options are also available.

To be successful you will have:
  • Demonstrable experience of successfully leading the Customer Experience at scale.
  • Experience in Financial Services, ideally in the Banking Industry.
  • Ability to connect experience to policy and procedural outcomes.
  • Experience in working in a large, complex, and commercial environments and influencing senior stakeholders across the business.
  • Demonstrable tenacity and resilience in fast passed change environments.

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

About Bendigo Bank

With over 7,000 employees, we are Australian's most trusted retail bank, our purpose is - 'to feed into the prosperity of our customers and communities, not off it'. We are one of Australia's most trusted brands and this isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they're great to work with? They told us! Great benefits, work life balance, and flexibility
  • Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
  • We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank!

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don't tick every box we still want to see your application!

Please note shortlisting and interviews may take place prior to the advertised close date.

We don't want you to be missed, so please note that directly emailed CV's may not be picked up by the system and may risk being missed from the process.

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