Customer Journey Specialist

**Customer Journey Specialist**:
In May 2021, Lendi and Aussie Home Loans merged to create Lendi Group. Today, Lendi Group is Australia's largest retail mortgage broker, with a loan book in excess of $70 billion, over 1200 brokers and 225 retail stores across the country.

At Lendi Group, we use market-leading technology to drive better customer outcomes and experiences. We’re passionate about what we do and like to do things differently. Despite the challenges and change in recent times, we’ve enjoyed record growth while adapting to the changing world around us. We’ve fully embraced flexible working from home: we call it ‘flex first,’ and it's now a core part of our DNA.

**Position Summary & Purpose**

The **Customer Journey Specialist** reports to the Customer Journey & Automation Manager with the opportunity to advance. It's a hands-on job with a lot of execution - creating automated routes in MC, continuing optimization, and enhancement suggestions.

You’ll be joining a high-performing team that is agile, creative and always pushing boundaries inside of the customer journey space. We love what we do, are a highly collaborative team and we want to challenge the status quo around personalisation and automation in the home loan market.

**Duties & Responsibilities**
- Manage and execute a test and learn framework to optimise customer lifecycle journeys and initiatives, constantly looking to identify areas for improvement.
- Work with various stakeholders in the business to support new campaign initiatives including working closely with the Brand, Content & Distribution teams.
- Monitor and report on key performance metrics on a weekly, monthly and campaign basis.
- Develop an understanding of customer data and journeys in order to build new segments for campaign execution.
- Provide support in administrative and maintenance tasks related to the customer journeys platforms and remit.
- Provide support on documentation of campaigns, journeys and CRM initiatives.
- Keeping on top of the latest industry trends for loyalty and competitor analysis to ensure you are generating fresh ideas for new campaigns.
- This role will report in to the Customer Journey & Automation manager

**Position Requirements - Background & Expertise**
- Hands-on technical knowledge and experience using CRM platforms (Salesforce Marketing Cloud is preferred) to deliver marketing outcomes.
- Experience with HTML, CSS, JavaScript and AMPScript
- Experience with Photoshop, Illustrator, etc
- Experience working with customer data and segmentation for CRM activities
- Experience with a/b testing and campaign optimisation

**Some of our perks & benefits**

We support our people in a variety of ways, but a few of the benefits that that out people rave about include: Lendi Group teams exist across Australia and the Philippines. We’re committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending, for good.
- We’re Flex First - we’ve fully embraced flexible working from home and metropolitan city offices for those who do want to work from the office
- We offer generous Paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers.
- An additional week’s Loyalty Leave each year after reaching 3 years’ service
- A 24/7 Employee Assistance Program service providing counselling and support
- We’re committed to building a diverse and inclusive community for everyone at Lendi Group. We’ve joined the Project F initiative aimed at removing the systemic barriers to achieving gender-balanced teams, and Circle In to provide an inclusive workplace for our team members who are caregivers
- Regular social activities & events, both in-person & online
- A vibrant, relaxed, yet professional culture
- We run wellness initiatives with a strong focus on psychological safety.

**Lendi Group is a proud Project F Partner - Gender Diversity & Inclusion is a great focus for us. Creating a culture that is representative of the world we live in makes us better people and our organisation gains tangible benefits, ultimately this creates a melting pot of creativity