Customer Services Design Consultant - Wealth Management

IRESS

Qualifications
Benefits
Special Commitments

See yourself being part of a large, transformational change? This could be the role for you!

At Iress, we make things happen

We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world’s most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia’s largest technology companies and employs more than 2,000 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

Build your career at Iress!

As part of the Customer Services team, you will build strong relationships and collaborate with customers and colleagues to develop a solution design based on what is possible from existing product and integration capabilities and best practice. You will lead, shape and manage the customer’s expectations through design discussions, provide robust challenges to optimise the solution and translate customer needs into a solution oriented vision that can be implemented and adds sustainable value to customers. You will follow frameworks, processes and practices to ensure that a rigorous and robust approach is taken. Through your detailed functional knowledge and customer solution experience you will deliver the best possible outcome for our customers. 

Some of the awesome things you’ll be involved with:

Customer Engagement

  • For agreed opportunities, you will quickly develop and foster strong customer relationships to identify, shape and confirm customer value, expectations and requirements.
  • In conjunction with the Customer team, carry out product and UX demonstrations to customers as required.

Solution Design & Delivery

  • You will work closely with Customer teams to evaluate where customer expectations and needs are anticipated to extend beyond single product solutions.
  • For agreed early stage customer opportunities, support sales teams / account managers by providing expert contributions to confirm indicative ability to meet customer expectations. 
  • Ensure that the scope is understood and suitably documented, managing any change to the agreed scope through an appropriate process.
  • Analyse requirements and configure prototypes where required to assist customers in understanding the optimum solution, internally, for existing customers or as part of pre-sales. 
  • Participate in cross functional teams to deliver quality outcomes to customers for example, by supporting the configuration or testing of the solution. In line with our Ways of Working, use design, user story mapping and iterative techniques to evolve and propose solution designs that deliver mutual value and meet customer requirements and expectations. Ensure designs are consistent / replicable, based on existing capabilities (products and integration) and best-practice wherever possible. 
  • As a member of a team, you will ensure that all agreed solution discovery and design artefacts are produced, work collaboratively and ensure everyone across the impacted customer and Iress community has a common understanding of the detail and implications. 
  • Ensure the team is able to make the right prioritisation decisions by ensuring dependencies, risks and links are well understood and that value is clearly articulated for each initiative. Ensure the customer team is also aligned and supports the project phasing / implementation priority. 
  • Work within cross-functional teams to ensure all Jira Initiatives and Epics are completed as required to align with the agreed delivery plan. You will assist with further work streams as needed by the team. 
  • Ensure solutions are cascaded across Iress such that the customer’s transition from implementation to BAU is seamless and all support and customer facing teams have complete and robust knowledge and confidence in the solution.

Business Acumen & Operations

  • Maintain knowledge of Iress products and development roadmap to inform potential options and strategies for meeting customer requirements without additional development. 
  • In line with Ways of Working, ensure every member of the engagement team has a common understanding of the customer goals and objectives and the solution design to ensure the team is able to deliver agreed requirements. 
  • Document and confirm scope and outputs of the project, put necessary controls in place to ensure implementation teams are able to translate your solution design into reality. 
  • Be a trusted advisor to the customer’s senior management team with the ability to articulate industry best practice and market trends, demonstrable experience in addressing similar requirements and the value of the Iress solution.

What you will bring:

  • Knowledge of Iress products - you will need to build a breadth across the product range but will likely be a recognised specialist in a more limited range 
  • Extensive knowledge of Iress Wealth Products, with a preference to sound working abilities in Portfolio (IPS) and Integrations
  • Knowledge of relevant customer markets / segments and commercial priorities - i.e. to understand the customer’s business
  • Awareness of the capabilities of technology 
  • Experience with Jira and an agile working environment
  • Strong presence, with excellent oral and written communication skills and presentation skills that build knowledge and confidence with customers, internal and external audiences. 
  • Ability to build customer relationships and elicit customer requirements in a way that translates to user journeys, with the ability to sequence these into incremental milestones that offer real value to customers throughout the implementation journey
  • Strong decision-making skills and a highly resourceful problem solver, with the ability to clearly articulate and document problem statements and demonstrate alignment to solutions recommendations 
  • Excellent attention to detail and able to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into a detailed understanding 
  • Able to work well under pressure and at speed, prioritising and co-ordinating multiple tasks across multiple projects 
  • Able to think creatively and shape solutions to optimise the client experience

Why work with us?

  • 8 additional paid days per year to extend your weekends
  • Hybrid working 
  • Generous cash bonus for every successful referral 
  • Starting school leave - 8.5 days of leave to assist your children with the transition to school
  • Up to 26 weeks’ paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work
  • 3 days’ paid leave per year to participate in charity initiatives
  • Discounted health insurance premiums
  • Access to learning and development programs through Udemy

Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs and everyone’s uniqueness is valued and celebrated. 

Our hiring decisions are never based on sexual orientation, race, gender identity, religion, disability, citizenship, marital or family status and age. Even if you feel you don’t meet all of the requirements of the role, we would still like to hear from you! 

We’re also proud to be globally recognised as a WORK180 Endorsed Employer that promotes and supports all women in the workplace. 

For more information about what we do, our people and values, please visit our website - https://www.iress.com/join-us/careers/

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Employment Type

Employee

Time Type

Full time

Read Full Description
Confirmed 16 hours ago. Posted 30+ days ago.

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