Personalisation Manager

Personalisation Manager

**How will I help?**

In this role, you will optimize personalized customer experiences and enhance performance across our websites, banking apps, and digital communication channels.

By measuring, tracking, and generating user insights, you will inform customer experiences and maximize conversion output.

You will define, drive, and refine programs that deliver measurable customer and business outcomes. Using data from sales tools, you will identify and create potential campaigns to suit all customer journey paths.

Your work will include conversion rate optimization (CRO) and experimentation, building campaigns, and enriching connected journeys from onsite to offsite by leveraging audience and targeting platforms.

**Key responsibilities**
- Identify journey opportunities to improve conversion rates towards full customer onboarding
- Define and deliver testing and targeting program as part of a continuous improvement program of work
- Develop Go To market multi-channel customer experience plans
- Determine most effective audience strategy
- Complete briefing activities while maintaining compliance obligations and approvals controls
- Communicate wins, losses and learnings with peers & stakeholders. Including showcase events.
- Own delivery across personalisation as well as adoption of new targeting capability

**What's in it for me?**

You'll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**
- Strong business and commercial acumen, analytical and data driven skills with a passion for building experiences that delight our customers
- In depth understanding of personalised campaigns using defined data sets with specialised offers across many channels
- Advanced use of Adobe Analytics, Target, Audience Manager
- Exposure to Campaign production environments for example Salesforce, LivePerson, Adobe, Chatbots
- Strong communication skills including the ability articulate initiative plans, impacts on / customer / commercial outcomes and potential trade-offs
- Influencing skills and communicating with confidence, taking personal responsibility for delighting customers and building their trust and loyalty.
- Agile principles and scrum methodology preferred
- Ability to navigate ambiguity and show flexibility in a dynamic environment with a high/fast rate of change
- Extensive experience in CRM/Customer Analytics/Digital Personalisation related roles in a large corporate environment

**What's it like to work there?**

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other's passions, and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.

We'll empower you to shape your career path. Through personalized upskilling, mentoring, and training opportunities, you're in control of where you start and how you'll grow.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

Hear from some of our people and their experiences working with us.

**How do I apply?**

Start here. Just click on the **APPLY** or button.

**Do you need reasonable adjustments during the recruitment process?**

Job ID 300002970734468