About the Role

A rare opportunity exists for an experienced and passionate Head of Customer Advocacy to join the BOQ Group.

In this pivotal role, you will champion the voice of the customer within BOQ Group and highlights any systematic issues, ensuring issues are resolved in a timely manner and actions taken to prevent re-occurrence.

Key accountability and focus of the role will align to the Customer Advocate Charter, and establishes the purpose, authority and responsibilities of the Office of the Customer Advocate within BOQ.

In the role you will:

• Review key customer themes (thematic reviews) to identify opportunities for enhancement and improvement.
• Manage support and advice cases brought forward by frontline staff.
• Provide impartial insights to enable the bank to better understand customer needs and perspective, as well as a greater appreciation of the impact decisions have on customers.
• Take a leadership role in driving and influencing changes to address customer pain points.
• Lead ongoing implementation of the BOQ Vulnerability program, championing the creation of services, solutions and capability of people to identify and respond appropriately to customers experiencing vulnerability.
• Build strong external relationships with customer advocacy groups, industry groups, AFCA and other Customer Advocates.
• Provide an advisory function to the Customer Relations Team and identify areas for improvement.
• Develop reporting for inclusion in BOQ’s annual report and sustainability reporting, as it pertains to the work of Customer Advocate.

About you

Our Head of Customer Advocacy will naturally be absolutely passionate about customer excellence to achieve fair customer outcomes, and possess a vision for Customer Advocacy and be able to articulate it to all stakeholders.

You will have extensive experience in either banking or arbitration in other sectors, and excellent people and communication skills. Your demonstrated ability to develop strategies that deliver on positive customer outcomes teamed with your experience in resolving complex issues will see you succeed in this role.

We are seeking a strategic thinker who can successfully design and implement strategy which shifts business thinking, as well as proficiency in leading through complex organisational change.

You will have a proactive and solution-orientated approach, a high level of personal integrity and strong commercial acumen, presence and influencing skills. A large part of your role will be stakeholder liaison therefore your highly developed stakeholder management skills are a must.

Above all you will be a decisive, empathetic leader and strong communicator who is able to both articulate their point and listen actively to others. An innovative and visionary leader you recognise and develop these traits in team members. You possess empathy and a curious mindset which coupled with your resilience, ensure you have outstanding problem solving skills.

If this sounds like you then we’d love to hear from you!

About Us

BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

Our Benefits

• Flexible working arrangements
  

• Discounted financial products
  

• Salary sacrificing options
  

• Paid parental leave with no minimum
  

• Paid volunteer days
  

• Purchase annual leave
  

• BUPA Corporate Plan
  

• Employee Assistance Program (EAP)
  

• A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
  

• Accessible work support through various practices, systems, office adjustments
  

• Gym, shopping, technology and travel offers
  

• 5 employee diversity network groups focusing on; First Nations Reconciliation Council, EPIC (LGBTIQA+), Multicultural, Gender and Early Career.

How to Apply

To apply for this role please follow the links or apply via our Careers Page.

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.