Personalisation Specialist

2 weeks ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

**Personalisation Specialist**
- **12-13 Month Fixed Term Contract**:

- **Location preference Brisbane; will also consider Sydney & Melbourne**

**About the role**:
The Personalisation Specialist is independently responsible for creating and enhancing personalized experiences across Suncorp's digital sales and service platforms. This involves:

- Developing strategic targeted communications for customers in the Suncorp suite of Insurance Mobile Apps and meeting quotas within monthly deadlines
- Ownership of end-to-end process from concept through to delivery and performance management of targeted communications
- Make personalisation easily available for stakeholders
- Collaborating with the Manager of Personalisation to align efforts with team purpose, ambitions, KPIs and priorities.

**More specifically, you will**:

- Drive customer engagement in mobile apps by confidently using content/media that translates to customer value.
- Primary focus is BAU Activities - there is also responsibilities to support capability enhancements and process improvements.

**BAU**
- Portfolio establishment: You will be required to actively engage stakeholders to establish this portfolio of targeted messages to ensure alignment with organisational goals, meets the needs of customers and adheres to Suncorp's governance standards.
- Targeted Message Deployment: use existing excel-based automation to maximise targeted message delivery with mínimal risk
- Targeted Message Performance Tracking: Capture and share insights from Targeted Message campaigns back to stakeholders.
- Advocacy and Engagement: Advocate for personalisation within the digital customer team and participate in relevant forums.

**Support Enhancement of Targeted Message Platform**
- Working directly with the Personalisation Manager, Digital Asset product owners and MarTech platform specialists to support changes to the Targeted Message platform.
- Collaborate with product owners and UX to support design and testing of new mobile app features including Targeted Message formats and placements
- Working with MarTech audience specialists to build new customer segments
- Collaborating with Analytics to create business value metrics of Targeted Messages to drive deeper insights for internal stakeholder

**Process Improvement**
- Refinement of work practices (documentation of process improvements in Confluence and where necessary, PowerPoint)

**Key Stakeholder Relationships**:
**Internal Relationships**
- Insurance functions, including assisted channel functions, Portfolio, Marketing, Pricing - Customer Experience Management vision and strategy and conceptual frameworks.
- Digital Customer product owners and business tribes - Exploratory personalisation initiatives and enabling proven personalisation tactics.
- Customer analysts and data science specialists - Exploratory personalisation initiatives and audience investigation.
- Marketing automation specialists - Segment discovery and exploration within Adobe analytics and Customer Data Platform.
- Digital Experience Centre of Excellence teams; UX, content production, content management, analytics - Translate and orchestrate personalisation ideas.
- Technology and Operations (T&O) Data and Enterprise Tech - Customer Data Platform configuration
- Legal and Risk - Operate within Suncorp’s risk appetite.

**External Relationships**
- Adobe - Adobe Experience cloud and platform features, constraints and best practices.

**About You**:

- Tertiary qualification (Desired) - preferably in Business, Marketing or PR
- 5+ years of experience in similar role involving with experience in sales, audience design, personalization, and digital optimization
- Digital and financial services industry experience (Desired)

**Key Capabilities**:
**Demonstrable mastery**:

- Stakeholder Management - (engaging with both business and technical stakeholders)
- Content/Media Understanding - (Possess a strong ability to conceptualize and communicate compelling content ideas, while demonstrating a keen understanding of how content impacts customer behaviour and business objectives.)
- Creative capability - (abstract thinking, ideation, and strategic questioning)

**Demonstrable proficiency**:

- Analytical capability - (deductive reasoning, data and information analysis)
- Human centred design - (Understanding Customer journeys, value, intent, motivation, behavioural)
- Personalisation / audience technology
- (Decision Engines, Customer data platforms, audience / segmentation platforms)
- Microsoft Excel proficiency.

**_ We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. _**

**_That comes with all kinds of exciting opportunities for you to grow your own career. Whe

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