Digital Journey Optimisation Manager

2 weeks ago

Sydney, Australia Commonwealth Bank Full time

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

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