Customer Journey Team Lead

Company Description

Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi.

Together, with its national network of approximately 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions.

Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.

Building on this market-leading foundation, Lendi Groups vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions.

As we continue to evolve, we’re looking for a Head of Corporate Development and Strategy to shape our future and drive growth at the highest level.

Why Join Us?

• Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions.

• Work with the Best – Collaborate with some of the brightest minds in fintech, financial services, and strategy.

• Real Impact – Drive strategic initiatives that shape the future of the company.

• Growth & Development – Expand your leadership capabilities and accelerate your career in a fast-growing, purpose-driven organization.

The Role

We're looking for a dynamic, commercially-minded marketing leader to join us on a 12-month maximum term contract to cover the maternity leave of our Customer Journey Team Lead. This critical role leads a team of journey managers responsible for designing and executing high-impact lifecycle and re-engagement journeys that drive customer engagement, re-engagement, and appointment outcomes for Aussie Home Loans and Lendi.

The ideal candidate will bring deep expertise in marketing automation and customer lifecycle management, with a proven ability to lead teams, drive personalisation at scale, and generate commercial impact through data-driven journey design.

Job Description

Strategic Oversight & Customer Journey Management

• Lead the planning, design, and delivery of end-to-end customer journey strategies across email, SMS, web, and call channels.
• Align journey initiatives with business goals to drive engagement, lead reactivation, and appointment generation.
• Manage and optimise lead insertions into telephony callfiles, integrating them seamlessly with digital journey touch points.
• Collaborate with internal teams to ensure journeys meet customer needs throughout the home loan lifecycle from research to post-settlement.

Performance Management, Reporting & Optimisation

• Maintain oversight of overall journey and activity performance, including engagement, conversion, and appointment metrics.
• Identify and implement optimisation strategies to improve journey effectiveness, reduce drop-off, and enhance downstream outcomes.
• Use reporting tools such as Salesforce, Salesforce Marketing Cloud (SFMC), Amplitude, PowerBi, and other internal dashboards to track KPIs and uncover actionable insights.
• Support a test-and-learn culture, applying data-led recommendations to evolve journey strategies and improve commercial outcomes.
• Collaborate with the journey team to embed a performance mindset, ensuring every journey is measured and optimised continuously.

Team Leadership

• Manage and support a team of Journey Managers and CRM Specialists, fostering a high-performance, collaborative environment.
• Provide day-to-day coaching, ensuring timely and high-quality execution of journey initiatives.

Marketing Automation & Personalisation

• Oversee journey builds and automations within Salesforce Marketing Cloud (SFMC), using tools such as Journey Builder, Automation Studio, and SQL-based data extensions.
• Ensure governance and compliance across all outbound customer communications.
• Lead continuous improvement of journeys based on testing, reporting, and optimisation learnings.
• Champion the delivery of highly personalised and contextually relevant content experiences for customers in the home loan journey.

Governance & Ecosystem Ownership

• Own and maintain the integrity of the Marketing Cloud journeys ecosystem.
• Implement and uphold governance processes to ensure journeys are built and maintained according to best practice, brand, legal, and compliance standards.
• Manage and optimise legacy journeys to ensure continued relevance and performance.
• Provide strategic oversight on platform governance, including but not limited to management of allocations - SMS, automations, storage, contacts.
• SMS - Budget management

Stakeholder Engagement

• Partner with cross-functional teams including Distribution, Product, Sales, and Tech to align journeys with broader customer experiences.
• Work closely with Sales to coordinate callfile lead insertions and monitor downstream performance.
• Guide internal stakeholders on CRM best practices, platform capabilities, and personalisation opportunities.

Special Projects & Strategic Initiatives

• Partner with cross-functional teams to support larger, planned strategic initiatives and high-priority business projects that intersect with journeys.
• Contribute to the continuous evolution of the data ecosystem by identifying opportunities to enhance and enrich the understanding of the customer and journeys.
• Lead or support initiatives that expand personalisation capabilities, improve segmentation, and unlock new lifecycle triggers based on enriched customer insights.

Qualifications

• 8+ years in CRM, marketing automation, or lifecycle marketing roles, ideally in finance, fintech, or property.
• Proven success driving growth through CRM journeys, including re-engagement and cross-channel lifecycle programs.
• Experience leading teams and delivering outcomes through people development and stakeholder alignment.
• Hands-on experience with Salesforce Marketing Cloud (or similar platforms), including use of AMPScript and SQL for personalisation and automation is highly regarded
• Commercially minded with a passion for enhancing customer experience through personalisation and technology.
• Comfortable owning the governance and operational standards of a marketing automation ecosystem.
• Experience with web personalisation and on-site content targeting tools highly regarded.

Additional Information

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration.
• A holistic wellbeing programs offering 24/7 support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work.
• 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.
• Wellness initiatives with a strong focus on psychological safety.

We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group to attract, engage and evolve the right talent and build best-in-class products.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey.

Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big!