Senior Manager Customer Outcomes

Use your banking expertise for good. Help us champion fairness and create better outcomes for every customer.

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. Come and join the better big bank where we’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

It starts here. With Bendigo Bank… and you.

At Bendigo Bank, our purpose is to feed into the prosperity of our customers and their communities, not off it. We are a values-driven organisation dedicated to making a genuine difference in the lives of Australians, and we pride ourselves on a culture of care and support.

The Customer Advocate Office sits at the heart of this commitment. We champion the voice of our customers, guiding fair and customer-centric decisions to continuously improve our products, services and processes. A key part of our mission is to advocate for customers experiencing vulnerability, driving meaningful change that enhances their financial wellbeing and fosters trust.

We are currently seeking a Senior Manager Customer Outcomes for a permanent, full-time opportunity. In this pivotal role, you will act as a trusted advisor across the bank, playing a critical part in shaping what exceptional customer support looks like. You will drive systemic change, embedding fairness and inclusivity into the design of everything we do to ensure our approach is responsive to the diverse needs of all our customers.

As Senior Manager Customer Outcomes, you’ll be responsible for:

• Driving strategic initiatives that optimise positive and fair outcomes for all customer, with a focus on enhancing our support for those experiencing vulnerability.
• Acting as a trusted advisor on policy, process, and our overall customer experience for our internal stakeholders.
• Working autonomously to shape and mature enterprise-wide capabilities in supporting customers experiencing vulnerability, including financial hardship.
• Ensuring our practices remain compassionate, equitable, and deeply aligned with our core values.

To be successful in this role, you will be deeply passionate about customer advocacy and possess a strong background in supporting those experiencing vulnerability.

Specifically, we are looking for:

• Demonstrated experience working within the banking or financial services sector.
• Proven experience in driving customer outcomes across various channels, including complaints, remediation programs, extra care support, specialist committees etc.
• Subject matter expertise in customers experiencing vulnerability, including financial hardship.
• Demonstrated understanding of the regulatory environment we operate in, inclusive of the Banking Code of Practice.
• Exceptional stakeholder management skills, with a proven ability to influence and collaborate effectively across all levels.
• A high degree of autonomy and the motivation to proactively drive meaningful change.

You'll be joining a close-knit team of three, reporting directly to our Customer Advocate. This is a team that does incredibly meaningful, values-based work with a genuine impact on all our customers. The group works closely together, is deeply aligned on purpose, and is strongly committed to doing the right thing.

This role can be based in Melbourne, Adelaide, Sydney, Brisbane, or Bendigo. We offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.

This is a rare opportunity to bring your expertise and passion to a role where you can truly make a difference. By joining Bendigo Bank, you will be part of an organisation that values your drive to advocate for our customers, empowering you to do the most meaningful work of your career.

So, why work with us?

• Want big impact that matters? Here, you’ll know your work directly benefits the customers and communities we all serve.
• Want to be more than just a number? Join a team that truly values you – and that gets more diverse every day.
• Want career opportunities AND flexibility? Achieve both here, where we know that balance and progression go hand in hand.

You’ll also get access to a great range of benefits, including:

• Hybrid work? Flexible hours? A compressed work week? Our flexible work options are designed to suit your life.
• Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.

We’re making better, bigger. And we’ll get there with you.

If you are ready to take on a new challenge and build something lasting, we encourage you to apply and join us on our journey. Now’s the time to set your sights higher – on the future you deserve. Apply now! Applications close Sunday 9 August. Please note shortlisting and interviewing may commence prior to the advertisement end date.

At Bendigo Bank we believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.