Digital Journey Optimisation Manager, Everyday Banking
Permanent |Full time | Sydney | 50% office attendance
You're a digital optimisation specialist with a passion for driving customer acquisition through exceptional digital experiences. Working across the Acquisition & Origination Value Stream, you'll identify optimisation opportunities, develop and drive optimisation roadmaps, and design, build, test and measure personalised customer experiences across the CommBank app, NetBank and CommBank.com.au. Using customer insights, analytics and experimentation, you'll influence priorities and deliver measurable improvements in acquisition, conversion and business outcomes.
See yourself in our team
Retail Banking Services (RBS) is the public face of CommBank, serving more than 10 million personal and small business customers. This role sits in the Acquisition, Engagement and Retention Crew within the Everyday Banking Domain, supporting the Acquisition & Origination Value Stream.
You'll work on initiatives that help customers discover, compare and apply for Everyday Banking products, including transaction and savings accounts. While you'll have a home squad, you'll also have opportunities to contribute across multiple squads within the value stream, partnering with different product, marketing and delivery teams as priorities evolve.
This role offers exposure to a diverse range of acquisition, origination and optimisation challenges, making it an excellent opportunity for someone who enjoys variety, continuous learning and working across different customer journeys. We're a curious, agile team that values experimentation, collaboration and continuous improvement.
Do work that matters
As a Digital Journey Optimisation Manager, you'll design and optimise digital customer journeys across the CommBank app, NetBank and CommBank.com.au. Working closely with Product Leads, marketers, designers and analysts, you'll use customer insights, analytics and experimentation to identify opportunities, influence priorities and deliver experiences that improve acquisition, conversion and customer outcomes.
You'll contribute to optimisation roadmaps and squad backlogs, supporting the end-to-end optimisation lifecycle from opportunity identification and planning through to execution, measurement and continuous improvement.
On any given week, you'll:
- Act as a digital optimisation specialist within your squad, using customer insights, analytics and experimentation to identify opportunities that improve acquisition, conversion and digital experience performance, including go to market activities.
- Partner with Product Leads and stakeholders to develop optimisation recommendations, contribute to squad backlogs and roadmaps, and proactively inform quarterly planning and prioritisation activities.
- Partner across multiple squads within the Acquisition & Origination Value Stream, flexing your focus as priorities evolve and contributing your expertise where it can have the greatest impact.
- Partner with product, marketing, data and digital UX teams to design and optimise digital experiences across the CommBank app, NetBank and website that drive customer acquisition and conversion.
- Manage the end-to-end delivery of digital campaigns, personalisation initiatives and experiments, from ideation and hypothesis creation through to execution, A/B testing, monitoring, reporting and analysis.
- Design and deliver personalised digital experiences and behavioural audiences using Real-Time Customer Data Platform (RT-CDP) and Adobe Target.
- Measure and monitor performance metrics, digital analytics and customer insights, translating findings into actionable recommendations and optimisation opportunities.
- Support digital feature delivery by reviewing tagging specifications, defining measurement requirements and enabling robust end-to-end performance monitoring through Adobe Analytics dashboards and reporting.
- Prepare management reporting, deep-dive analysis and presentations to inform business decisions.
We're interested in people who have:
- A growth mindset and adaptability, with the ability to work across different initiatives, customer journeys and business priorities while quickly building context and relationships.
- A genuine passion for digital optimisation and customer acquisition, with a strong customer focus and proven stakeholder management experience.
- Experience in experimentation, including A/B and multivariate testing, hypothesis development and results interpretation.
- Experience designing and delivering personalised digital experiences using audience segmentation and behavioural targeting.
- Strong analytical and commercial acumen, with experience using Adobe Analytics or similar digital analytics platforms.
- Experience with Adobe Experience Platform, including Adobe Analytics, Adobe Target, Real-Time Customer Data Platform (RT-CDP) and Adobe Experience Manager, or comparable tools.
- Exceptional communication, influencing and stakeholder management skills.
- Proven experience identifying optimisation opportunities and translating customer insights into measurable improvements in acquisition, conversion and customer outcomes.
- A positive risk mindset, proactively identifying and managing risk while balancing strategic thinking with hands-on delivery.
If this role sounds like you – apply now!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Skills Required
- Experience in digital optimisation and customer acquisition
- Experience with experimentation, including A/B testing, multivariate testing, hypothesis development and results interpretation
- Experience designing and delivering personalised digital experiences using audience segmentation and behavioural targeting
- Strong analytical and commercial acumen
- Experience using Adobe Analytics or similar digital analytics platforms
- Experience with Adobe Experience Platform, Adobe Analytics, Adobe Target, Real-Time Customer Data Platform and Adobe Experience Manager, or comparable tools
- Exceptional communication, influencing and stakeholder management skills
- Experience identifying optimisation opportunities and translating customer insights into measurable improvements
- Growth mindset, adaptability and ability to work across changing priorities
- Positive risk mindset with ability to balance strategic thinking and hands-on delivery
Commonwealth Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Commonwealth Bank and has not been reviewed or approved by Commonwealth Bank.
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Leave & Time Off Breadth — The bank offers additional Life Leave, the option to purchase up to four extra weeks, pet leave, and paid volunteering leave alongside flexible-working options. Public materials indicate these leave features compare well within Australian banking.
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Parental & Family Support — Permanent employees can access up to 18 weeks of paid parental leave, and superannuation is paid for up to 34 weeks of unpaid parental leave. These provisions extend support for new parents beyond standard settings.
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Wellbeing & Lifestyle Benefits — Access includes CBHS Health Fund, Fitness Passport, a 24/7 wellbeing platform with telehealth, an Employee Assistance Program, and employer‑paid income protection for up to two years, alongside staff banking perks and share plans. This combination provides day‑to‑day value across health, protection, and financial perks.
Commonwealth Bank Insights
What We Do
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services. We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances.
