Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way."

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

Ko mātou tēnei | This is Us

Our role as the Bank of New Zealand is to help navigate New Zealand towards a better future. That means we are focusing on our customers, continually improving the way we do business.

This is an opportunity for you to join our Data, Digital & Analytics domain as a Customer Engagement Designer. The Customer Engagement unit leads data-driven customer engagement orchestrated across channels. It comprises several specialist teams who work alongside other units in BNZ to design and advance the customer experience.

We're on a journey to transform the customer experience to be "digital first and human when it matters". We are looking for someone keen to work in the data strategy and marketing automation arena as a Customer Engagement Designer. We build customer communications across all channels using artificial intelligence to deliver timely, contextual and highly relevant 1:1 conversations with our customers.

Mō te Tūranga | About the Role

Working with a team of decisioning consultants, the Customer Engagement Designer configures "Next Best Conversations" (customer decision strategies) within BNZ's "Customer Decision Engine" to enable data-driven communications across channels. Your role will support operational processes, documentation, and quality assurance.

We sat down with our General Manager Customer Engagement, to learn more about the role and about working at BNZ.

What is the team culture and environment like?

The team is supportive and open, working collaboratively to create an environment where we can continually develop. The diversity of the team allows us to bring our own experiences and strengths together to ensure we are consistently highly performing.

What projects / work will the candidate be working on now and into the next year?

Implementing an automated and AI-enabled Customer Decision Engine and 1-1 conversations to enable data-driven customer engagement, orchestrated across channels.

What are the day to day tasks the person in this role will complete?

Support the definition and assessment of communication requirements.
Build communications in the Customer Decision Engine.
Test communications prior to launch. Support quality assurance.
Document briefs, and document and maintain operational processes.

What is your management style?

I like to promote an open, supportive, and collaborative culture. I place a lot of trust in the team but I am always there to support when needed.

What is the most exciting thing about this opportunity?

You will be part of building a world leading capability for customer engagement!

What will success look like for the candidate in this role?

After 6 to 12 months, you will have gained an excellent knowledge of the Customer Decision Engine and how to implement communications, and you will have built a strong portfolio of 1:1 conversations delivering brilliant outcomes for customers. During this period, you will also need to contribute to creating effective and efficient working processes for the creation of these automated communications.

What previous experience and skills is this person likely to have?

A successful candidate is likely to have experience or interest in one or more of the following areas.
Clear and logical thinking, possibly with an understanding of computers and Boolean logic.
Interest in or experience of a data-driven marketing role, campaign management, data analysis, or suchlike.
Strong interpersonal and communication skills.
Ability to manage multiple activities, priorities, and conflicting deadlines.
Comfortable taking responsibility, using their initiative, and being resourceful.
Embodies our values: excellence for customers, be respectful, own it, grow together.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

For internal reference - this role is a Hay Level 14.

Please note, due to our Christmas shutdown period, successful applicants will be contacted from 13 January 2025.

This is an exciting opportunity to join us!  We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it. 

Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”

Customer Engagement Designer

BNZ

Customer Engagement Designer

BNZ

Auckland

BNZ

Customer Engagement Designer

Location

Job Description

Hard Skills Required

Soft Skills Required

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