Strategic Communications Specialist

1 week ago

Sydney, New South Wales, Australia beBeeProfessional Full time $80,000 - $100,000
Personalisation Professional

This role is responsible for creating and enhancing tailored experiences across digital sales and service platforms.

About the Position

The successful candidate will:

  • Develop targeted communications to engage customers in Suncorp's Insurance Mobile Apps, meeting monthly quotas
  • Own end-to-end process from concept to delivery and performance management of targeted communications
  • Making personalisation accessible to stakeholders
Key Responsibilities

Drive customer engagement by using content/media that translates to customer value.

The primary focus is on BAU Activities, with additional responsibilities for supporting capability enhancements and process improvements.

BAU
  • Portfolio establishment: Engage stakeholders to establish a portfolio of targeted messages that aligns with organisational goals, meets customer needs, and adheres to governance standards
  • Targeted Message Deployment: Use existing excel-based automation to maximise targeted message delivery with minimal 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
  • Collaborate with the Personalisation Manager, Digital Asset product owners, and MarTech platform specialists to support changes to the Targeted Message platform
  • Work with product owners and UX to design and test new mobile app features including Targeted Message formats and placements
  • Collaborate with MarTech audience specialists to build new customer segments
  • Work with Analytics to create business value metrics of Targeted Messages to drive deeper insights for internal stakeholders
Process Improvement
  • Refine work practices (documenting process improvements in Confluence and 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.

This role offers a unique opportunity to develop and implement targeted communications strategies to engage customers across digital sales and service platforms. The successful candidate will be highly motivated and experienced in developing and implementing personalised experiences.

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