Executive Manager Group Research

Executive Manager – Group Research

See yourself in the team:

The Marketing and Corporate Affairs (MCA) team works with all parts of the Group as a trusted partner to enhance and protect CBA’s brand and reputation, increase the bank’s competitive advantage and deliver customer and business value.

The purpose of the Group Research and Insights team is to provide evidence of a customer perspectives to support effective and customer driven business decisions and drive excellence in customer offerings and experiences, and to help CBA to achieve its vision.

This role is responsible for leading the market research across CBA to support the organisation with the customer insights to support decision making within business units.

Reports to: General Manager Group Research and Insights

Your responsibilities:

Business outcomes

• Design and transform the market research technology estate to be AI enabled
• Establish in-house end to end market research capability utilising technology such as Qualtrics
• Build effective relationships with our key suppliers to drive better outcomes for our customers and business partners.
• Deliver high quality insights which integrate and connection data and insight across data sources to deeply understand customer health and determine areas of stronghold, weakening and emerging trends which require focus. Assist the business to develop action plans to address these areas

Leadership

• Build and lead a high performing multi-disciplinary team to deliver world-class insight across the CBA group and market. Inspiring, motivating and engaging team members to achieve business objectives.
• Attract, develop and retain team members, and provide them with quality opportunities for education, exposure and experience.
• Role model behaviours that are consistent with CBA values expectations.

Risk Management

• Ensure implementation of the Group’s Risk Management Approach including adherence with policies; and the design, implementation, and testing of controls, including business continuity planning.
• Effective role-modelling and leadership of Risk Culture within the business unit.

Your skills and experience:

A highly experienced leader with proven experience:

• Designing and transforming market research workflows with AI
• Designing and building market research data foundations (data assets, data products) and connecting this with additional data sources to deeply understand customer
• Designing and building automated reporting solutions (e.g. Tableau / PowerBI)
• Establishing in-house research capability and executing research in-house
• Establishing, moderating and managing customer panels
• Qualitative, quantitative and ethnographic research techniques
• Operate as a Customer Strategy consultant to internal stakeholders
• Running enterprise transformation programmes (e.g. Customer Journeys)

• Outstanding people leader with ability to guide multi-disciplinary teams to achieve long-term transformation goals.
• Exceptional interpersonal skills and the ability to collaborate with stakeholders.
• Extensive experience in large scale complex projects, organisational change initiatives and implementing customer journeys.
• A reputation for building a positive and high-performance team culture through effective talent and performance management skills.