Digital Optimisation Manager

• We are committed to delivering contextual messaging and experiences for our customers

• You are data led with a passion for customer journeys, usability and conversion drivers

• We are hiring a Digital Optimisation Manager to deliver Scams & Fraud education, alerts and support journeys

Do work that matters

As a Digital Optimisation Manager, you'll design and deliver best-in-class customer communications and experiences across our digital assets. You'll use your digital expertise, analytical mindset, and customer focus to uncover opportunities that boost engagement - all while helping customers educate and protect themselves from scams and fraud.

Day to day, you'll be responsible for the execution and delivery of real-time, behaviourally driven communications across CommBank digital assets (CommBank app, NetBank, and ) - ensuring customers receive relevant and timely messages. This includes leading experimentation, building time sensitive alerts and creating scams awareness education that can help customers stay safe.

See yourself in our team 

Supporting the Scams & Fraud Squad, this role sits in Retail Customer Marketing part of Marketing & Corporate Affairs. You'll work with a collaborative team committed to improving and optimising education and support experiences.

The Digital Optimisation Manager is responsible for driving digital engagement and ensuring our customers are supported with timely, personalised messages within these channels to manage and prevent Scams and Fraud. You'll be responsible for owning and optimising digital experiences, end-to-end customer engagement processes, and delivering projects for our digital channels (NetBank, CommBank App, ).

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.
   

On any given week you will

• Work closely with our marketing, product and behavioural science teams to manage the end-to-end build and delivery of digital experiences and communications.  

• Create digital behavioural segments for campaigns using Audience Manager and Adobe Analytics, and run A/B testing using Adobe Target.

• Support project delivery of Scams & Fraud features by using data to inform priorities; as well as ensuring ongoing reporting and optimisation.

• Identify and drive key strategic initiatives where digital capabilities can drive substantial business and customer outcomes, and cross-channel support is required.

We are interested to hear from people with

• Customer focus and solid digital optimisation skills

• Ability to balance hands-on technical digital work with a strong customer-focused mindset

• Proven stakeholder management, communication, influencing and negotiating skills

• Strong analytical and financial acumen – Adobe Analytics highly regarded

• Risk management awareness and experience

• Hands on experience with conversion optimisation platforms (such as Pega, Adobe Target, AEP and Adobe Audience Manager)

• Experience in customer journey mapping (digital and omni-channel)

• Strong copy and written communication skills highly regarded

If this role sounds like you – Apply now

At CommBank, we advocate and facilitate a culture of inclusion and respect, celebrating all cultures, abilities, genders, expressions of gender and sexual orientation Read more about our commitment to inclusion and diversity.

We believe in working for a place that works for you. We have many flexible working options within our team so talk to us about which arrangements would work best for you.

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