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At People First Bank, we are committed to putting our customers at the heart of every decision we make. Were looking for an experienced and seasoned Head of Customer Advocacy to lead the charge in shaping and executing our customer-centric strategy - ensuring fair, inclusive, and consistently exceptional experiences across every stage of the customer journey.About the RoleAs Head of Customer Advocacy, you will hold a critical leadership role within People First Bank - acting as the Voice of the Customer at the senior leadership level. In this pivotal role, you will shape and elevate our customer value proposition, leading a passionate team of customer orientated professionals who are dedicated to delivering consistent, fair, and human-centric experiences. You will champion the transformation of how we serve our customers - especially in the moments that matter most.With a sharp strategic lens and a deep understanding of customer needs, you will design and implement operational plans that bring our vision and values to life, while driving tangible outcomes aligned to our growth ambitions. Central to your success will be the delivery of People First Banks Customer Centricity Program - ensuring we not only meet, but exceed, external obligations across Sales, Complaints Management, and Inclusive Banking, and continue to lead the way in inclusive and values-led banking.Key ResponsibilitiesLead the development and enterprise-wide implementation of the Customer Centricity Culture Strategy, embedding governance structures and aligning organisational behaviours to customer first principles.Define and operationalise key Customer Experience metrics, KPIs, and service principles, ensuring consistent measurement and improvement across the business.Deliver the organisations Customer Experience Strategy and Design Framework, including tailored customer journeys, end-to-end service mapping, and integrated customer experience design across all touchpoints.Develop and oversee the Customer Centricity Program of Work, articulating clear business benefits and driving cross-functional execution to enhance customer outcomes.Strengthen Complaints Management governance, ensuring timely, fair, and thorough resolution processes that meet regulatory standards and customer expectations.Design and implement the Inclusive Banking Framework, ensuring all customers - particularly those experiencing vulnerability - have access to fair, affordable, and fit-for-purpose banking products and services.Foster financial capability and inclusion across teams, customers, and communities through proactive education, tools, and support structures.Oversee governance, reporting, and strategic use of Customer Sentiment Insights (including interaction surveys) to inform executive decision-making.Identify and address systemic customer pain points using advanced analytics and root cause analysis, driving enterprise-wide improvements in transparency, speed, fairness, and ease of service.Chair the Voice of the Customer Committee, ensuring customer experience initiatives are prioritised and embedded in strategic decision-making across the bank.Engage meaningfully with external customer representatives, including consumer advocates, legal aid bodies, and financial counsellors to ensure responsible and empathetic banking practices.Provide expert customer advocacy input into major organisational initiatives, identifying opportunities for improvement, risk mitigation, and remediation that benefit customers.Represent the Member Experience division at senior forums, consistently bringing the customers voice to the forefront of strategic and operational discussions.About YouWe''re looking for a senior leader with a proven track record in shaping and leading Customer Experience strategy or Customer Centricity programs at scale. Youll bring deep expertise in complaints management and supporting vulnerable customers, along with an in-depth understanding of the legislative landscape and how it impacts commercial decision-making.You bring proven expertise in influencing executive and board-level stakeholders, shaping strategic decisions that deliver meaningful improvements in customer outcomes. With advanced critical thinking, problem-solving and change leadership skills, you thrive in complex environments and know how to prioritise what matters most. A natural collaborator, you build high-performing, inclusive teams and foster strong, trust-based relationships across all levels of the organisation.LocationWhilst our primary office locations are across Adelaide, Brisbane and Toowoomba, we are pleased to be able to consider applications from employees in all locations for this role. We also encourage you to put thought into how the work may be undertaken given your location and what support you may require.Why Youll Love Working With UsPeople First Bank our new brand says exactly what were all about: people. We''re committed to supporting and growing our team and creating an outstanding work environment.Youll have access to financial and lifestyle benefits to support your success and individuality:Flexibility and hybrid working arrangements.Enhance your salary with discounts on banking, health insurance, and shopping across Australia.Advance your career with training, study support, and project opportunities.Competitive leave benefits that empower employees to take time for themselves and loved ones.Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors program.Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.Be recognised for your contributions through our peer-driven recognition program.A Bit About People First BankIn March 2023, Peoples Choice and Heritage Bank merged to form Heritage and Peoples Choice Limited - Australia''s leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand -People First Bank.We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states.With a vision To deliver positive change through banking, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. Were big enough to make an impact; but agile enough to influence and do interesting work.Apply Online NowIf this sounds like you, this could be the next step in your career. Click ''Apply'' now and submit your application, including a cover letter and current resume byMonday, 28 April 2025 .We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.#J-18808-Ljbffr