Digital Communications Analyst

2 months ago


Sydney, Australia Commonwealth Bank Full time

**Digital Communications Analyst**
- **12 month secondment (for internals), 12 month Fixed term role (for externals)**

**About the team**

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless experience to our 10 million+ personal and small business customers. We offer market-leading products and services supported by world class systems and processes.

Customer Service Direct (CSD) brings together our frontline teams across Direct Banking (Servicing), Direct Lending (Sales) and Collections to support our customers in a way that is convenient for them.

You will be part of the newly formed Enablement Chapter within the Direct Banking Centre of Excellence (CoE). The Direct Banking CoE sits in the Frontline Experience CoE and is dedicated to supporting all run and change initiatives that impact Direct Banking.

**Do work that matters**

As a **Communications and People Experience **Analyst **in the Enablement Chapter, you will support the delivery of brilliant experiences for our people - enabling them to meet the moments that matter for our customers. You will leverage your communication and digital design skills to engage stakeholders across Direct Banking, and your passion for making people and organisations better, to ensure that initiatives are delivered on time and in an impactful and meaningful way.

You will have the opportunity to hone in your communication, digital, project management, and operational experience with exposure to exciting projects and cross functional leaders and teams.

**More specifically you will**
- Contribute to delivery of the Communications strategy and shape the People Experience across Direct Banking.
- Support delivery of multi-channel engagement campaigns that improve our peoples’ experience and help to make Direct Banking a great place to work.
- Support Direct Banking stakeholders with events, activation initiatives and Town Halls that promote team connection.
- Analyse, shape and deliver on the Direct Banking People Experience portfolio of initiatives to achieve project, customer and business objectives. Track and monitor benefits to ensure project outcomes are met.
- Plan, facilitate and develop content to support People Experience workshops, primarily, Courage Council.
- Build trusted relationships as a true partner with leadership teams and key stakeholders across Direct Banking, CSD and RBS Communications community, and other various stakeholders across the Group.
- Grow your commercial acumen and operations management capability
- Contribute to a high performing team through constructive challenge, care, courage and commitment.

**We’d Love To Hear From People Who Have**
- An appetite to learn and evolve in all aspects of Communications and People Experience design.
- Self-starter with an eye for detail and a knack for getting to the root cause of the problem with a laser focus on the experience of our people and customer.
- Strong written, verbal, strategic framing, and stakeholder management skills.
- Experience with digital communications tools such as; SharePoint, InDesign (or other editing software), Viva Engage (Yammer), MS Teams and other Microsoft Office Applications (PowerPoint). Experience in video editing and events also an advantage.
- Naturally curious with a focus on understanding ‘why’, balanced with pragmatism in problem solving and project execution. Comfortable dealing with ambiguity.
- Leads by example to create a team culture that is supportive, passionate, open to learn, willing to help and proactive to accomplish goals together
- Demonstrated Risk Mindset, proactive in openly identifying, reporting and resolving risks by driving mitigation actions.
- Understanding of project management methodologies in an agile environment.
- Understanding or experience in RBS frontline teams
- Experience working in one or more of the following: project management, change management, experience design, content design, learning and development, communications, digital, contact centre or human resources

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Advertising End Date: 22/10/2024


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