Customer Insights Specialist

About Ferocia

We're the team behind Up, but under the hood, we're Ferocia - a passionate tech company driven by financial inclusion. Since 2011, we've been crafting innovative financial tools, starting with the digital platform for Bendigo Bank. We believe technology can empower everyone, from the advantaged to the disadvantaged, which is why Up was born.

Now, as part of the Bendigo and Adelaide Bank family, we combine the agility of a small company with the reach and stability of a major player. Together, we're carbon neutral, community-focused, and dedicated to high standards of corporate governance. Our mission? To leverage technology to help Australians move from financial stress and anxiety to a place of confidence and empowerment.

Want to join us? We'd love to hear from you!

The opportunity

Bendigo Bank has a bold mission: by 2030, we aim to be Australia’s most innovative bank. To get there, we need more than just good tech; we need a deep, unwavering connection to the humans using it. That’s where you come in. We’re looking for a Customer Insights Specialist to join our Digital team and work closely with Bendigo’s Connect product squad.

This is your chance to turn data and customer feedback into the roadmap that defines the future of banking. You won’t just be watching the 2030 vision unfold; you’ll be the one providing the insights that make it happen.

What we’re looking for

• 4+ years of experience working in a customer experience or insights role, ideally with exposure to digital products or mobile apps. You’ve moved past just participating in projects; you have a proven track record of influencing product roadmaps with customer insights.
• A "Stitcher" of Data: You aren't scared of a messy dataset. You have the technical skills to mine text, feedback, and usage data to find the "why" behind customer behaviours. Experience with PowerBI is a plus.
• Qualitative Field Experience: You are comfortable conducting 1:1 customer interviews, visiting branches, and shadowing frontline teams to uncover insights that data alone can't tell.
• A relationship builder: You are comfortable working in a matrix environment (sitting in the Digital CX team with your peers supporting Up, as well as closely collaborating with the BEN Insights team). You know how to build trust with a new team of PMs and Engineers to become their trusted advisor.
• A persuasive storyteller: You are an artful word ninja who can command a room. Your presentations don't just inform; they persuade. You can make high-quality recommendations that get stakeholders on board with ambitious changes.
• Journey Mapping Expertise: You have experience building detailed journey maps that have directly influenced product or service improvements.
• Experience working with Product Managers: You know how to speak "Product." You can take customer insights and translate them into language that Engineers and PMs understand, effectively ensuring the appropriate prioritisation of requests into the backlog.
• A proactive hunter: You don’t need a ticket assigned to you to start working. You have the ability to work autonomously, looking wide across the data landscape to find opportunities for innovation that no one else has spotted yet.
• Experience designing measurement frameworks: You know how to build and deploy in-app surveys and you understand the nuances of CX measurement (CSAT, NPS, etc.). You know how to set the goals that measure the true impact of our work.
• Passion for innovation: You are excited by the challenge of the 2030 goal and want to play a pivotal role in making Bendigo Bank the most innovative bank in Australia

Your day-to-day:

• Connect the dots: You won’t just mine single datasets; you’ll be a master of synthesis. You’ll stitch together data from the Connect app, contact centre interactions, complaint logs, and external market research to create a unified story of the customer experience.
• Build the listening posts: In-app surveys are on our horizon and you’ll be the one to help design the strategy. You’ll define the triggers, and logic for how we collect real-time feedback, ensuring we’re ready to scale our "listening" capabilities.
• Boots on the ground: You aren’t just a "desk researcher." You’ll spend time in Bendigo branches and shadowing contact centre teams, conducting customer interviews and observing firsthand how humans navigate our digital and physical touch points.
• Don’t wait for the Bat-Signal: While you will work closely with Product Managers to deliver what they need, you will also work autonomously to ‘go wide.’ You’ll research areas you haven't been prompted to look at, bringing unasked-for but vital insights to the table that challenge assumptions and improve the Connect experience for customers.
• Own CX measurement across our customers’ lifecycle: You won’t just generate reports; you’ll own the monitoring and reporting of the current state customer experience, measuring the true impact of any new features or process changes.
• Advocate (loudly) for the customer: You will be the voice of the customer in every meeting, using your insights to influence decisions on what features to build and what processes need to change.
• Flex your storytelling skills: You’ll take complex, disparate data and turn it into compelling narratives that help the Product team understand why a feature matters, not just what it does.

#LI-DNI

Working at Ferocia

We have a hybrid work culture where people can attend the Ferocia office as much or as little as makes sense for them.

We offer:

• A small team of passionate people
• Generous leave and parental policy
• Flexible working schedule
• Great city office and perks (rooftop, gym and personal trainer, games…)
• Budget for personal development, training, and conferences
• Employee Assistance Program
• Home loan rebates for our loans (conditions apply)
• Ongoing equity grants (conditions apply)

Not quite ticking every box? Throw your hat in the ring anyway! At Ferocia, we're all about shaking things up and rewriting the rules. We thrive on diversity and inclusion, and we wholeheartedly encourage you to step up and shine. Let us be the judge of your qualifications for this role – you just might surprise yourself!

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