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
• Strong analytical and financial acumen – Adobe Analytics experience is highly regarded or similar application used to extract useful insights from digital data
• 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