Digital Journey Optimisation Manager

3 weeks ago

Sydney, Australia Commonwealth Bank of Australia Full time

Our Chapter is committed to providing the best digital experience for our customers by creating connection with customers through relevant and contextual messaging across a range of digital assets.
- You are a digital optimisation specialist with a passion for usability and conversion drivers.

**Do work that matters**
As a Digital Journey Optimisation Manager you will be responsible for designing and delivering digital customer journeys that are presented to customers through the CommBank app and NetBank platforms. You will leverage your digital experience, analytics & expertise to identify breakpoints in our digital customer experiences and drive solutions to increase conversions for the business and a better experience for our customers.

You will be in a Chapter supporting your development and success in the role whilst working in a Squad within a Crew focused on improving & optimising a part of the digital customer journey. Your focus will be on supporting the Credit Cards acquisition squads.

**On any given week you will**
- Manage the end-to-end delivery of experiences and campaigns to support channel-wide and/or product-specific initiatives.
- You will work closely with our marketing, data, and digital UX partners to define, develop and build digital experiences and optimal digital journeys
- Identify and drive key strategic initiatives where digital capabilities can drive substantial business and customer outcomes, and cross-channel support is required
- Support project delivery of features and products by using data to inform priorities; as well as ensuring ongoing reporting and optimisation can be achieved with correct tagging.
- Create digital behavioural segments for campaigns using Audience Manager and Adobe Analytics, and do additional A/B testing using Adobe Target
- Monitor results and performance metrics, web analytics and customer insights across the relevant portfolios to ensure performance is in line with forecast
- Prepare management reporting and presentations to communicate business and customer outcomes and inform business decisions

Our teams have a collaborative focus. To be successful in this role you will develop strong relationships with a variety of stakeholders across multiple areas and demonstrate an enthusiasm towards supporting a range of digital projects impacting the organisation.

**We are interested in hearing from people who have**:

- A clear customer focus with proven channel and stakeholder management experience
- Exceptional communication, influencing and negotiating skills
- Flexibility to balance work between strategy and hands-on technical tasks
- Risk management experience
- Hands on experience with conversion optimisation platforms (such as Pega, Adobe Target and Adobe Audience Manager)

At CommBank, we advocate and facilitate a culture of inclusion and respect, celebrating all cultures, abilities, genders, expressions of gender and sexual orientation Read more about our commitment to inclusion and diversity.

We believe in working for a place that works for you. We have many flexible working options within our team so talk to us about which arrangements would work best for you.

We're committed to being an accessible employer and want to make finding your dream job as easy as possible. If you experience any accessibility issues or if you require additional support please contact HR Direct on 1800 989 696

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 13/02/2024

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