Digital Journey Optimisation Manager- Digital

2 weeks ago

Sydney, Australia Commonwealth Bank Full time

You are a digital optimisation expert with a passion for great digital experience and personalisation at scale
- Our team is committed to providing new digital experience for our customers both in the mobile app and online banking
- Through collaboration we can deliver the best customer experience across our digital platforms
- Please note that we have 2 exciting fixed-term opportunities. These are both 12 months contract

**Do work that matters**

As a Digital Journey Optimisation Manager you will use your digital experience to identify breakpoints in our processes and the customer experience and drive solutions to increase conversions for the business.

You will be responsible for day-to-day execution and delivery of real-time behavioural targeting and personalisation initiatives on CommBank, NetBank and CommBank App to deliver initiative for core banking features, digital self-service tools and drive channel engagement to support various products.

**See yourself in our team**

The Digital Journey Optimisation Chapter are responsible for driving digital adoption of our digital banking channels, features and products, and ensuring our customers are supported with timely, personalised messages within these channels.

**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
- Create digital behavioural segments for campaigns using Audience Manager and Adobe Analytics, and do additional A/B testing using Adobe Target
- 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.
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 to hear from people who have**
- A clear customer focus with solid digital optimisation skills, and proven stakeholder management experience
- Exceptional communication, influencing and negotiating skills
- Strong analytical and financial acumen - Adobe Analytics highly regarded
- Flexibility to balance work between strategy and hands-on technical tasks
- Risk management experience
- 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)
- UX design background and expert in customer journey mapping (digital and omni-channel)

At CommBank/Bankwest, 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 support our people with the flexibility to balance where work is done with at least half your time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work for you.

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: 19/11/2023

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