12-month secondment / fixed term opportunity
You are passionate about digital, experimentation and insights
Our team is committed to providing the best digital experience for our customers
You are a people leader obsessed with building capability and development of your Chapter members
See yourself in our team
The Customer Engagement and Communications Crew is responding to many evolving customer needs in the market. More specifically, we are providing experiences, offers and communications that respond to customers' need to be recognised for their relationship and decision to Bank with CommBank. The Bank's ability to achieve its goal of being NPS +30 is underpinned by the ability to engage, provide value, and create world-leading experiences.
The Publishing & Digital Journey Optimisation Management (DJOM) Chapter is responsible for website content publishing, production, UX writing, and optimisation of digital experiences, supporting delivery of customer-centred experiences that support Crew objectives. The Chapter partners with stakeholders across Product, Marketing, and the Chief Data Analytics Office.
Do work that matters
In this role as Chapter Lead DJOM Home Buying, you will report to the Chapter Area Lead DJOM and Publishing and will use your digital sales optimisation experience to identify breakpoints in our customer experience and drive solutions to maximise engagement and conversion. You will work within a Home Buying squad to deliver initiatives, while leading members of your Chapter who will own day-to-day build, delivery, and conversion of personalisation initiatives across digital assets for the Home Buying product domain.
You'll play an influential role in leading, mentoring, and uplifting the capability of a team of Digital Journey Optimisation professionals who are building and optimising digital journeys to help guide our customers throughout their journey.
You will have demonstrated leadership skills and be passionate about leading exceptional teams, building capability, and craft mastery. You will collaborate with stakeholders across the Home Buying Domain, influencing and engaging with senior leaders, contributing to the future vision for digital experiences. You will be passionate about data-led optimisation, experimentation, customer experience, and leading a culture of excellence and continuous improvement.
Key responsibilities
Leading and developing a team of Digital Optimisation Managers by creating a psychologically safe, inclusive, accountable, and high-performance culture, which promotes developing the craft, sharing best practices, and a curious mindset.
Provide expert advice and recommendations to Crew Lead & Product Owner on complex business issues, leveraging your experience and industry knowledge to guide decision-making.
Participate in the quarterly business planning cycles, working with the Product Owner to support the prioritisation of the backlog and set delivery expectations; this includes regularly reviewing the extended backlog and completing supporting analysis for these items.
Drive results and performance metrics through a detailed understanding of web analytics and customer insights.
Demonstrate and communicate successful growth and sales performance initiatives via management reporting and presentations.
Partner with stakeholders to provide thought leadership and guidance on journey optimisation best practices such as tagging, capability, analysis, and experimentation.
Personally implement initiatives as well as lead a small team to ensure the above are being met across the domains.
Driving and lifting the capability of each chapter member, proactively mentoring and putting in place practices that encourage mastery of domain skills, alignment, and consistency.
Leverage technology investments to drive additional conversion including Adobe test and target.
Develop strong relationships with key stakeholders within Digital, Technology, Marketing, Product, Distribution, and other relevant areas.
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 enthusiasm towards supporting a range of digital projects impacting the organisation.
We are interested to hear from people who have
Customer-first Mindset: always starting with and anchoring back to the customer outcome.
Proven experience leading a team.
Exceptional stakeholder/supplier engagement skills including presentation skills, communication, negotiation, and influencing capability at a senior leadership level with a proven record of managing the needs of varied business stakeholders.
Experience with effective planning and the ability to contribute to tactical and strategic planning in support of a business plan.
Strong analytical and financial acumen – Adobe Analytics highly regarded or similar application used to extract useful insights from digital data.
Proven ability to identify new business opportunities and deliver and own a strategy from inception through to execution.
Hands-on experience with conversion optimisation platforms (such as Adobe Target and Adobe Audience Manager).
Exposure and understanding of digital marketing, CRM, and omni-channel contact strategies.
Strong structured problem-solving skills to answer varied complex business problems, coupled with demonstrated experimentation experience.
Flexibility to balance work between strategy and hands-on technical tasks.
Self-directed, energetic, and adaptive to a fast-paced environment, with a passion for personalisation and digital experiences.
Risk Mindset: this role is for a Risk Champion, with a strong ability to proactively identify and understand, openly discuss and act on current and future risks.
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