Digital Optimisation Manager, Essential Super

Commonwealth Bank; Sydney; On-site; AUD 140,000 - 200,000; Full time

Job summary

Commonwealth Bank is seeking a Digital Optimisation Manager to shape Essential Super customer journeys across the website, app, and NetBank. You will work with product, marketing, design and analytics to evolve roadmaps, prioritise backlogs and drive measurable improvements in acquisition, conversion and engagement.

You will apply customer insights and analytics to identify opportunities, build hypotheses, run experiments, and deliver outcomes that enhance customer journeys and digital

Qualifications

• Experience in digital journey optimisation, personalisation and experimentation.
• Strong analytical and problem-solving skills with data-driven decision making.
• Experience with Adobe Analytics, AEM, AEP and Target.
• Ability to own delivery and drive outcomes in a fast-paced environment.
• Strong communication and influencing skills across teams.
• Exposure to digital controls, risk and compliance understood.

Responsibilities

• Identify opportunities from customer insights and data to prioritise improvements.
• Establish baselines and measure performance using digital analytics to inform decisions.
• Develop and test hypotheses through experimentation and scale successful initiatives.
• Turn customer and business problems into measurable outcomes guiding product priorities.
• Design and build digital assets across journeys, campaigns and comms.
• Support squad delivery with tagging and measurement to quantify outcomes.
• Monitor performance and report insights to inform stakeholder decisions.
• Collaborate with squads in an Agile framework to deliver digital improvements.
• Stay abreast of market trends and digital innovation to lead top experiences.

Skills

Digital optimisation

Personalisation

Experimentation

Digital publishing

Analytical thinking

Ownership

Communication

Influencing

Risk awareness

Tools

Adobe Analytics

Adobe Experience Manager

Adobe Experience Platform

Adobe Target

Job description

• You are a digital optimisation specialist passionate about driving customer acquisition and delivering exceptional digital experiences
• You'll shape and optimise the end-to-end Essential Super customer journey, designing, building, testing and measuring experiences that improve customer outcomes
• Using customer insights, analytics and experimentation, you'll identify opportunities, influence priorities and deliver measurable improvements in acquisition, conversion and engagement

Do Work That Matters

Retail Banking Services (RBS) is the public face of CommBank, serving millions of customers every day through our branches, contact centres and market-leading digital channels. We're focused on making banking simpler, more intuitive and more rewarding, using insight and technology to deliver seamless experiences at every step of the customer journey. The Superannuation value stream brings together product, marketing, design, analytics and engineering to continually improve how customers move through our digital experiences.

See yourself in our team

As a Digital Optimisation Manager, you'll shape and optimise Essential Super customer journeys across the CommBank website, the CommBank app and NetBank.

Working closely with product, marketing, design, analytics and engineering, you’ll contribute to optimisation roadmaps and squad backlogs, taking opportunities from identification and prioritisation through to delivery, measurement and continuous improvement.

On any given day, you will:

• Use customer insights, feedback and behavioural data to identify root causes and prioritise opportunities
• Use digital analytics, including Adobe Analytics, to establish baselines, measure performance and inform product decisions
• Develop and test hypotheses through experimentation, using evidence to determine what to pursue and scale
• Turn customer and business problems into clear opportunities and measurable outcomes that inform product priorities
• Design and build digital assets and experiences across customer journeys, marketing campaigns and communications
• Support squad delivery by using data to influence priorities and ensuring appropriate tagging and measurement are in place to measure outcomes
• Monitor and report on performance, combining analytics and customer insights to communicate outcomes and inform decisions
• Work collaboratively with other squad members to solve customer and business problems within an Agile framework
• Stay across market trends, customer expectations and digital innovation to help deliver market-leading experiences.

We’re interested in hearing from people who have:

• Experience in digital journey optimisation, personalisation, experimentation and digital publishing
• Strong analytical and problem-solving skills, using performance data and customer insights to drive decisions
• Experience with tools such as Adobe Analytics, Adobe Experience Manager, Adobe Experience Platform, and Adobe Target
• Ability to take ownership of work and deliver outcomes in a fast-paced environment
• Strong communication and influencing skills, across technical and non-technical teams
• Exposure to digital controls, with an understanding of risk, compliance and operational requirements
• Curiosity, adaptability and a continuous improvement mindset
• Superannuation or financial services experience (desirable)

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