Associate Director, Research and Insights

Job Type: Regular Employee
• Hybrid

12 Sept 2025

JOB SUMMARY

We are seeking a dynamic and adaptable professional to join our Client Experience team, bringing together skills in market research, complaints data reporting and client feedback management. In this role, you will conduct client studies and surveys to generate actionable insights, while also driving improvement actions and projects with stakeholders based on complaints and feedback.

As this position balances research with hands-on problem solving, you will play a critical role in shaping initiatives that enhance client satisfaction, strengthen relationships and ensure a seamless experience across touchpoints.

This is not a silo-ed research role. You will be at the heart of listening to clients, analysing their needs and directly shaping improvements. Perfect for someone who thrives on variety, loves problem solving and is passionate about improving client journey through data-driven insights and continuous improvement.

RESPONSIBILITIES

• Build a culture of treating clients fairly and conducting sustainable business practices within the country WRB business by defining and implementing a roadmap of initiatives aligned with centrally agreed directives on conduct and risk reviews.
• Adopting client obsession mindset and delivering service excellence
• Lead and represent country along with Head, CE and Complaints in risk review sessions (as relevant)
• Review and manage performance of risk review results and follow through on actions with the relevant stakeholders.
• Ensure compliance with changes in Group Policy & Standards, Complaint Handling Procedures, local laws & regulations relating to complaint management and TCF Principles
• Identify and mitigate risks that would impact the overall complaint handling process
• Embed innovation, simplification and digitisation mindset to implement delighters along a client journey to improve client experience.

Processes

• Client Research & Insights
• Conduct market and client research to gather insights through surveys, interviews, studies
• Analyse feedback and identify key themes and trends to better understand client needs and expectations

Complaint & Feedback Management

• Review complaints and translate client complaints and feedback into actionable improvements across processes, products and services
• Partner with cross-functional teams to design and deliver solutions that directly address client pain points

Data Reporting and Analysis

• Prepare and maintain regular reports on client satisfaction, complaints and experience metrics
• Responsible to prepare meeting decks for forums driven by Client Experience team
• Support stakeholders in data requests either related to improvements, workshops or complaints reporting to Group Client Experience team or regulators e.g. ABS.
• Monitor KPIs and performance indicators e.g. NPS ensuring leadership has clear visibility of client experience trends

Continuous improvements to elevate client experience

• Use insights from research, complaint and surveys to drive client-centric initiatives
• Proactively identify opportunities to enhance client experience, streamline workflows and improve service quality

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct.

Key Stakeholders

• Internal/External Stakeholders: Frontline, Products and Operations

Other Responsibilities

• Embed Here for good and Group's brand and values in Client Experience
• Able to take on other projects such as improving client journey, processes and perform analysis of clients' insights where applicable.

Our Ideal Candidate

• 4 plus years of experience in banking processes with familiarity in banking processes.
• Experience in Excel including use of formulas, conducting trend analysis and presenting it into PowerPoint presentations for C-suite level is preferred.
• Experience in market research and insights, and speaking to clients.
• Experience in a client experience background or UI/UX is a plus.

• Good writing and communication skills
• PowerPoint
• Excel (knowledge of Macros/Pivot) is an advantage
• Research & Insights
• UX/UI

We\'re an international