Head of Customer & Insights at Stake

Full-Time, Strategic Projects, Sydney, AU sydney full-time
Posted 27 days ago

Stake is looking for a Head of Customer Insights to join our team at our {Bondi Junction HQ}, with a flexible hybrid working model (3 days in the office, 2 WFH).

We’re an Australian investment platform with a mission to provide a seamless and immersive experience that breaks barriers for ambitious investors. We serve a global customer base of 500,000+ investors, with more than A$3 billion in assets under administration.

More than a digital brokerage, Stake is a brand that stands for progress. This is true for our customers as well as our team members. Our working environment is energetic, collaborative and supportive – everyone is encouraged to take ownership and challenged to deliver high-quality execution.

Our internal mantra is ‘never settle’ and we all share an ambition to grow this business. This is your opportunity to join a scaleup rocketing upward to become a robust financial services company.

About this role

As Stake’s Head of Customer Insights, you will play a pivotal strategic role in realising Stake’s vision to provide the best digital investment experience in Australia and New Zealand. Working closely with teams across the business (including but not limited to Product, Data & Marketing), you will be a key driver in developing a deep understanding of customer needs and behaviors, playing a crucial role in shaping overall business strategy and direction.

Some of the responsibilities include but aren't limited to:

  • Define a vision for how Stake can bring multiple, disparate data sources together to create a single view of customer and be responsible for bringing this to life and enriching it as the business grows and develops.
  • Develop up-to-date understanding of the mindset and behaviours of investors beyond Stake’s customer base; in terms of their broad motivations and tensions in life, their relationship to money, engagement with financial services as a whole, and the investing category in particular.
  • Work with executive and other stakeholders to truly understand business problems being faced and then develop and clearly communicate a strategic viewpoint on the solutions through analysis and interpretation of the intelligence gathered in the above points.
  • Help shape the development of real-time customer insights that unlock our ability to drive dynamic customer lifecycle outcomes.

A bit about you

  • You've worked in a role or been close to the development and application of a single view of customer model within a business.
  • You understand what good looks like in a data driven business and have a desire to come and set up the function from the ground up.
  • Proficient in employing diverse research methodologies encompassing both qualitative and quantitative approaches to derive strong insights to apply to strategic & tactical thought.
  • Previously demonstrated the ability to suggest innovative approaches for advancing our comprehension of the customer, such as continually refining customer surveys, using data science, modelling using external data, deriving improved outcomes through the application of data insights in customer journeys.
  • Experience collaborating cross-functionally with multiple stakeholders to develop and implement efficient methods for generating and leveraging insights

At Stake, we value hustle over honours degrees, so we’re more interested in you than your resume. If you believe this is a role you want to jump into head first and be part of our mission, please apply and let us know why in your cover letter!

Benefits of working at Stake

At Stake you’ll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it.

But we also have perks. Not long ago, we proudly introduced new benefits under the Grow with Stake program. Please see the whole list on our Careers website, including:

  • $2,500/year professional development allowance
  • $1,000/year wellbeing allowance
  • Up to 16 weeks of paid parental leave
  • Childcare allowance of up to $18,000 in value over 24 months
  • Extra paid leave during tough times
  • Discretionary performance bonus and talent referral bonus
  • Employee Share Options scheme

Stake is an equal opportunity employer that values diversity. We’re proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We’re also endorsed by WORK180 as a great employer for women.

So what happens next?

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. We’re a 2023 Circle Back Initiative Employer –which means we’re committed to responding to every applicant. If we think you’d be a good addition to our team, we’ll give you a call and from there, you'll cruise through our recruitment process.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.