Strategic Interactions Lead

Senior Interactions Lead - Bankwest

• You’re an accomplished Data driven professional with a strong understanding of Retail Banking
• We value an inclusive team culture that promotes collaboration and innovation at their core
• Together, we can rewrite the experience for millions of customers
• Location: Perth or Melbourne
               

Bankwest has a rich heritage. We’re proud to be part of the fabric of Western Australia with a strong culture built on local support. Bankwest aspires to be Australia’s favourite digital bank and we are focussed on meeting the needs of more customers across the country as we build on our rich heritage.
 

At Bankwest, everything starts and ends with the customer - and that’s a good thing. Our colleagues are empowered to make decisions supported by leaders who value diversity of thought and ideas.  It’s where done is better than perfect because rapid iteration and moving quickly produces a better result for our customers.
 

Do the work that Matters:
 

Reporting to the Senior Product Owner – CE Analytics, the Senior Interactions Lead will play a key role in driving Bankwest’s strategy to ensure key customer insights and data is analysed, interpreted and visualised across our voice and digital channels.
 

This role acts as a senior generalist and strategic enabler embedded within the business area. The core purpose is to ensure decisions are grounded in evidence, the value of change is understood before and after delivery, and the business area maintains a clear line of sight between day-to-day activity and longer-term strategic direction.
 

The successful candidate will have the opportunity to partner with key business stakeholders to identify key insights that will influence and optimise our workforce planning, enhance digital channel adoption, and improving operational efficiency.

You will work closely with stakeholders to drive IVR deflection, enhance digital messaging capabilities, and support strategic workforce transformation.

As the function evolves, you will have the opportunity to identify new fit for purpose software which will automate, streamline and adopt new AI capability to improve efficiency.


Key Responsibilities:
 

• Strategic Support: Contributing to working groups and cross-functional forums, producing high-quality papers, proposals and recommendations that are concise and decision-ready
• Interactions Analytics: Building and maturing interactions analytics capability within Microsoft CSC, ensuring conversations can be translated into actionable insights that improve customer experience, operational performance and strategic decision-making
• Performance & Insight: Defining and maintaining the metrics that matter most, giving the business area a consistent and reliable view of what success looks like across its objectives
• Leveraging AI & Automation: Accelerate insight generation, reduce manual effort and improve the quality, consistency and speed of performance reporting, executive storytelling and decision-ready recommendations
• Value & Efficiency: Assessing the expected value of changes before they proceed and maintaining accountability for whether intended outcomes are realised post-implementation
  
   

We’re interested in hearing from people who have:
 

• Proven experience within a similar environment with a strong understand of Retail Banking
• Typically 3-5 years in resource planning, workforce management, or analytics. (Preferred)
• Knowledge of IVR deflection, digital channel migration, and omnichannel workforce strategy. (desirable)
• Technical skills with tools such as PowerBI, Tableau, Excel & PowerPoint skills for data visualisation and reporting. (desirable)
• Strong analytical and problem-solving skills for data-driven decision-making.
• Experience in process optimisation and strategic workforce planning.
• Ability to collaborate with key stakeholders and influence business decisions. 
  
   

You can be you, we want the real people beneath the skill set. We strive to be as diverse as the world around us because these experiences and differences support us to better understand our customers and each other. Together we shape the place Bankwest is today and tomorrow - a brilliant place made by us. We operate in a hybrid working environment, meaning a blend between being in one of our offices and working remotely.
 

If you're interested in joining this fantastic team, apply now!