Highly respected customer-owned bank
Transform member experience to deliver the brand promise
Strategic customer focussed executive appointment
About the organisation
Bank First is owned by its members and as a purpose driven organisation, exists to financially empower people to realise their dreams. Since 1972, the Bank has been dedicated to the financial well-being of its members. Driven by care and compassion, the Bank is committed to providing a better banking experience that delivers on its brand promise of caring for the people that care for the community.
About the role
Reporting to the CEO and as a key member of the executive, the Chief Member Officer will lead and expand a member-centric function spanning digital, product and pricing, marketing, data and analytics, advocacy and education, member experience, design and customer insights. The appointee will deeply understand member needs, shape and define the Bank First better banking strategy and member propositions, map member journeys and design the go to market strategy. Key to the role is lifting product and pricing capability and developing a new advocacy and education program, amplifying member and community voices. The role will lead the evolution of the brand, bringing it to life across all touchpoints, enhance digital experience, embed member centricity and create integrated offerings that drive long term member value.
You are a highly strategic and progressive, customer obsessed executive with experience leading and building high performing teams across product, pricing, digital, marketing, CX and data. Your track record optimising CX and developing winning customer value propositions are underpinned by your ability to deeply understand audience needs. Your expertise in using data and listening to the voice of the customer to inform strategy and inspiring, transformational and authentic leadership will ensure your success. You possess superior emotional intelligence and an agile working style, enabling you to take the business and customers on a journey. Your desire to truly champion the Bank’s culture and purpose, embodying its values will see you set the Bank apart and unite its people to create a seamless, personalised and digitally enabled member experience for the future.
For more information, please contact Dalia Klein at SHK on +61 3 8620 8004 or click ‘Apply for this job’. Please submit your resume in Microsoft Word format. Direct and third-party applications will be forwarded to SHK.