Agile Insights Coordinator


Agile Insights Coordinator

About Us:

Join us at Bankwest as we strive to deliver what matters to our customers. Enjoy working with friendly colleagues, along with genuine opportunities to grow a career where you feel like your contribution really counts.

The Customer Experience Division are responsible for the development of amazing customer experiences that matter, and oversee all customer strategy, service design, research, brand and marketing decisions across Bankwest.

About your role:

The Agile Insights Coordinator supports the Agile Insights Manager to deliver fast turnaround & actionable customer insights that help Bankwest meet it's evolving customer experience objectives.

At an operational level, the Agile Insights Coordinator:

  • Overseas the day-to-day management, logistics and optimisation of Bankwest's online research capabilities (e.g. customer and employee research panels) and development of physical research & innovation spaces
  • Works with key stakeholders to prioritise & deliver projects requiring fast turnaround research and insights.
  • Manages the internal education / marketing / PR required to build awareness of what tools/capabilities the Bankwest Service Design Chapter has available to drive customer-centric knowledge, design & experimentation

Your responsibilities:

  • Effectively manage the day-to-day operations & effective utilisation of BW's physical & online customer research tools, including managing project booking systems & prioritisation, customer recruitment & liaison, developing & maintaining physical spaces & supplies, liaising with facilities management, managing cross-charging/invoicing
  • The individual will be required to help build awareness / profile of BW's research tools & capabilities, including managing central intranet site & central knowledge library, develop user guidelines, empowering colleagues with self-service options, developing marketing/PR materials, share user stories & support colleague/customer events
  • Proactively identify opportunities to continually refine and optimise the efficiency and output of the agile research program and speed/quality of actionable insights to meet the evolving and expanding needs of Bankwest
  • Role requires individual to manage and optimise the service delivered by third party vendors in accordance with agreed budgets, target outcomes and Bankwest risk management policies and practices.


We are interested to hearing from you if you have:

  • A proven experience in a fast-paced customer facing role
  • Unparallelled project management, attention to detail & ability to juggle multiple projects under tight timeframes
  • A passion for exceptional customer service and championing a customer-centric culture
  • High level of intellectual curiosity, results driven orientation, attention to detail and continuous improvement
  • Some experience in market research techniques is highly desirable (particularly in the areas of customer research panel management, recruitment, UX/CX design, experimentation, etc)
  • Strong written and verbal communication and presentation skills (Powerpoint and Word), and the ability to present technical concepts to non-technical audiences
  • Some experience in developing creative/marketing materials and/or marketing/PR roles an advantage
  • Confidence in colleague and supplier coordination, management, influencing and negotiation skills
  • Relevant tertiary qualifications in fields relating to market research, UX, marketing, design, development, and/or customer service (e.g. Commerce, Business, Marketing/Design, Psychology, Hospitality, etc.) an advantage
  • Minimum 3+ years in a market research, UX/CX/product design, administrative and/or customer-facing service delivery role that requires developing a deep understanding of the customer/stakeholder and tailoring solutions to meet their needs/preferences

What's on offer:

We promote flexibility to balance your work and home life and ensure you achieve your career goals and personal needs. Making a difference in the community is important to Bankwest and colleagues have the opportunity to volunteer two days per year for a cause that matters to them. The successful applicant will enjoy an attractive salary package plus bonus in conjunction with the opportunity to access a range of market leading employee benefits.


Agile Insights Coordinator

About Us:

Join us at Bankwest as we strive to deliver what matters to our customers. Enjoy working with friendly colleagues, along with genuine opportunities to grow a career where you feel like your contribution really counts.

The Customer Experience Division are responsible for the development of amazing customer experiences that matter, and oversee all customer strategy, service design, research, brand and marketing decisions across Bankwest.

About your role:

The Agile Insights Coordinator supports the Agile Insights Manager to deliver fast turnaround & actionable customer insights that help Bankwest meet it's evolving customer experience objectives.

At an operational level, the Agile Insights Coordinator:

  • Overseas the day-to-day management, logistics and optimisation of Bankwest's online research capabilities (e.g. customer and employee research panels) and development of physical research & innovation spaces
  • Works with key stakeholders to prioritise & deliver projects requiring fast turnaround research and insights.
  • Manages the internal education / marketing / PR required to build awareness of what tools/capabilities the Bankwest Service Design Chapter has available to drive customer-centric knowledge, design & experimentation

Your responsibilities:

  • Effectively manage the day-to-day operations & effective utilisation of BW's physical & online customer research tools, including managing project booking systems & prioritisation, customer recruitment & liaison, developing & maintaining physical spaces & supplies, liaising with facilities management, managing cross-charging/invoicing
  • The individual will be required to help build awareness / profile of BW's research tools & capabilities, including managing central intranet site & central knowledge library, develop user guidelines, empowering colleagues with self-service options, developing marketing/PR materials, share user stories & support colleague/customer events
  • Proactively identify opportunities to continually refine and optimise the efficiency and output of the agile research program and speed/quality of actionable insights to meet the evolving and expanding needs of Bankwest
  • Role requires individual to manage and optimise the service delivered by third party vendors in accordance with agreed budgets, target outcomes and Bankwest risk management policies and practices.


We are interested to hearing from you if you have:

  • A proven experience in a fast-paced customer facing role
  • Unparallelled project management, attention to detail & ability to juggle multiple projects under tight timeframes
  • A passion for exceptional customer service and championing a customer-centric culture
  • High level of intellectual curiosity, results driven orientation, attention to detail and continuous improvement
  • Some experience in market research techniques is highly desirable (particularly in the areas of customer research panel management, recruitment, UX/CX design, experimentation, etc)
  • Strong written and verbal communication and presentation skills (Powerpoint and Word), and the ability to present technical concepts to non-technical audiences
  • Some experience in developing creative/marketing materials and/or marketing/PR roles an advantage
  • Confidence in colleague and supplier coordination, management, influencing and negotiation skills
  • Relevant tertiary qualifications in fields relating to market research, UX, marketing, design, development, and/or customer service (e.g. Commerce, Business, Marketing/Design, Psychology, Hospitality, etc.) an advantage
  • Minimum 3+ years in a market research, UX/CX/product design, administrative and/or customer-facing service delivery role that requires developing a deep understanding of the customer/stakeholder and tailoring solutions to meet their needs/preferences

What's on offer:

We promote flexibility to balance your work and home life and ensure you achieve your career goals and personal needs. Making a difference in the community is important to Bankwest and colleagues have the opportunity to volunteer two days per year for a cause that matters to them. The successful applicant will enjoy an attractive salary package plus bonus in conjunction with the opportunity to access a range of market leading employee benefits.

Are you viewing this job on LinkedIn? Click here to apply