Digital Journey Optimisation Manager

Permanent Full Time Opportunity
- You are a digital optimisation specialist with a passion for delivering personalised and engaging digital experiences
- Our Chapter is committed to providing the best digital experience for our customers, powered by compelling content, data-led customer insights & an obsession with personalisation & experimentation
- We are hiring for a Digital Journey Optimisation Manager to contribute to the strategy and optimisation of the Mass Affluent digital customer experience with an initial focus on SMSFs

**Do work that matters**

As a Digital Journey Optimisation Manager you will leverage your digital experience, analytics & expertise to identify breakpoints in our Mass Affluent digital customer experiences and drive solutions to meet business objectives and provide a better digital experience for our customers.

You will be in a Chapter supporting your development and success in the role whilst working in a Squad within the Mass Affluent Wealth Crew focused on improving & optimising digital customer journeys, 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**
- Manage the end-to-end delivery of digital experiences and campaigns including A/B testing and personalised messaging, from ideation to execution and measurements, using Adobe Target, Adobe Experience Manager, Adobe Experience Platform, Adobe Analytics, Workfront & Pega
- Work closely with product, marketing, data analytics and digital UX partners to define, develop, build and execute on a data-driven tactical roadmap for our Mass Affluent customer experiences along with key stakeholders and optimise related digital customer journeys
- Identify and drive key strategic initiatives to drive key business and customer outcomes
- Support squad 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
- Create digital behavioural audiences for campaigns using Adobe Experience Platform and Adobe Analytics
- Review & advise on digital analytics tagging specifications to enable us to track online customer behaviour
- Monitor & report on results and performance metrics, web analytics and customer insights to ensure performance is in line with forecast
- Prepare management reporting, deep-dive analysis and presentations to communicate business and customer outcomes and inform business decisions

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 proven channel and stakeholder management experience
- Exceptional communication, influencing and negotiating skills
- Flexibility to balance work between strategy and hands-on technical tasks
- Risk management experience
- Hands on experience with conversion optimisation platforms (such as Pega, Adobe Experience Platform, and Adobe Target)
- A passion for delivering personalised and engaging digital experiences and staying up to date with the latest industry trends

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Advertising End Date: 30/05/2025