Key Performance Optimisation Specialist

1 week ago


Melbourne, Victoria, Australia Latitude Full time

Enhance your career with a leading financial services company as a Key Performance Optimisation Specialist.

About Us

Latitude, partners in money, is a forward-thinking organisation that offers digital payments, cards, loans, and insurance solutions to help people shop and live better. Our values - Act Right, Show Care, Be Curious - drive everything we do.

We're passionate about providing a safe, healthy, engaging, and productive working environment for all employees and workers. Whether you work from home, the office, or a combination of both, we support work-life balance.

Salary & Benefits

We offer a competitive salary range of AU$80,000 - AU$110,000 per annum, depending on experience, plus benefits that matter:

  • Recognition @ Latitude: Education support, Better Giving programme with charity partners, Latitude matches dollar for dollar, Community Partner Days
  • Flexibility @ Latitude: Flexible work arrangements, Hybrid setup, 3 days paid volunteer leave annually, paid community service leave, paid compassionate/bereavement leave
  • Yearly Salary Reviews
Job Description

As a Customer Experience Analyst, you'll play a key role in enhancing the financial services experience for our growing customer base. You'll focus on analysis and reporting, using exceptional data skills to uncover valuable insights driving continuous improvements to our products and services.

  • Support the Portfolio Manager and Channel Manager to improve the overall customer experience with Latitude credit cards end-to-end
  • Be responsible for customer journey mapping optimisation via different card types
  • Proactively monitor all channels' customer experience, business impact, and internal BU's requests on new features, bug fixes, and other requirements approved by executives
  • Partner with external vendors on various projects and research when needed
  • Work closely with the Channel Manager, design team, and vendors on UI/UX design, App, and LSC designs
  • Presentation CX project progress and performance results to key internal stakeholders during regular meetings
  • Utilise Jira, Miro, Confluence, and other tools to bring up CX new initiatives and demonstrate customer journey optimisation roadmap
  • Perform any other duties reasonably required from time to time
Required Skills & Qualifications

To succeed in this role, you'll need:

  • A solid background and understanding of the credit card or lending industry
  • Extensive experience in customer experience optimisation and customer journey mapping
  • Proof of records on conversion-based optimisations on webpages, online forms, mobile apps, conversion funnels, etc., in the financial industry
  • The ability to deliver complicated projects together with Tech and Business teams
  • A great collaboration attitude and on-track delivery experiences on projects
  • Exceptional analytical & problem-solving skills
  • A good understanding of Salesforce Marketing Cloud user segmentation and journeys
  • An advanced user of Google Analytics, LookerStudio, and Miro
  • Strong presentation skills on the CX initiative, brief, Q&A, and milestone reviews
  • Great communication and presentation skills


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