Digital Journey Optimisation Manager

5 months ago

Sydney, Australia Commonwealth Bank of Australia Full time

Digital Journey Optimisation Manager
- 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 an optimisation specialist with a passion for usability and conversion drivers
- We are currently hiring for a Senior Digital Journey Optimisation Manager to contribute to the strategy and optimisation of Scams and fraud education for the prevention of customer fraud and scams impact.

**Do work that matters**

As a Digital Journey Optimisation Manager 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, owning the optimisation roadmap, managing the day-to-day build, delivery and conversion of personalised initiatives on CommBank, CommBank App and NetBank to deliver the Digital Strategy.

**On any given week you will**
- Be responsible for the digital customer journey and ensuring delivery of the best experience for our customers
- Develop and forecast the Digital initiative roadmaps (including gap analysis, continuous improvement, on-site targeted messaging and testing) to achieve portfolio objectives
- Monitor results and performance metrics, web analytics and customer insights across the relevant portfolios to ensure performance is in line with forecast
- Measure, track and interpret customer online behaviour and insight in order to maximise sales conversion potential
- End-to-end delivery of key digital campaigns, including A/B testing and personalised messaging, from ideation, hypothesis creation, influencing creative, identifying success metrics and outcomes, to execution, post-live testing, monitoring, reporting and analysis. All using tools such as Adobe Experience Manager, Adobe Target, Adobe Audience Manager, and Adobe Analytics
- Prepare management reporting and presentations to communicate business and customer outcomes and inform business decisions

**We are interested to hear from people who have**
- A clear customer focus with proven channel and stakeholder management experience
- Exceptional communication, influencing and negotiating skills
- Proven ability to identify new business opportunities and deliver and own a strategy from inception through to execution.
- Hands on experience with conversion optimisation platforms (such as Pega, Adobe Target and Adobe Audience Manager)
- A passion for improving the financial wellbeing of our customers and knowing what it takes to deliver meaningful app experiences

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Advertising End Date: 28/08/2024

Job ID REQ216521

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