12-month Fixed Term / Secondment opportunity.Based in Wellington or Auckland.Kiwibank is passionate about our customers and making sure that we continually improve our service.One of our team has taken up a secondment, so we have an exciting fixed term opportunity available until August 2021 for a Voice of Customer Manager. You’ll be based in Wellington or Auckland and some travel may be required.This is a really interesting and varied role in which you will continue to build on the great work to date, taking on the day-to-day ownership to run Heartbeat, Kiwibank’s voice of customer programme. You will work with a wide range of people in the bank and get exposure to a variety of business units with the support of a fantastic team.What this role is all about:Monitoring real time customer feedback and closing the loop activityIdentifying insights and suggesting areas that require attention or improvementPresenting findings and recommendations to a range of stakeholders, including senior leadersWorking with a Data & Analytics sprint team to continue to develop the Heartbeat programme to bring the quantity and quality of Heartbeat responses to a position where it moves to optimising the programme through BAUUnderstanding the themes from across a range of voice of customer data sources and providing insight on where there is an impact to both customer experience and value for the BankWhat it’ll take to be a success in the role:You could come from a variety of backgrounds but experience in a large complex corporate environment would be essential. It would be a bonus if you’ve worked within the financial services environment too.Preferably you’ll have experience leading or supporting customer initiatives.You’ll also need to have strong Excel skills and be comfortable working with PowerPoint.You need the ability to take the data and verbatim and translate into meaningful insight for stakeholders to understand and relate.You’ll need outstanding attention to detail, but also have the ability to confidently communicate to senior leaders and build credibility quickly.Applications close Sunday 26th July @ 9 pmAt Kiwibank we’re all about making Kiwis better off. That means for our customers, our communities, and our own people. We are continuously striving for an inclusive culture where everyone has the opportunity to thrive. We are committed to providing a workplace that is safe, accessible, and representative of our customers and communities. As part of our commitment to creating an inclusive and diverse workplace, we’re happy to consider flexible working arrangements.