Digital Journey Optimisation Manager, Integrated Channels
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Do work that matters
As a Digital Journey Optimisation Manager, you'll use your customer focus, analytics expertise and digital know‑how to identify breakpoints in our digital experiences and deliver solutions that improve conversions and create better outcomes for our customers.
See yourself in our team
You'll work within a Chapter that supports your development and success, while being part of a Squad focused on optimising a specific part of the digital customer journey. You'll own the optimisation roadmap and manage the day‑to‑day build, delivery and conversion of personalised initiatives across commbank.com.au, CommBank app and NetBank.
The IC Digital Customer Service Optimisation Chapter is passionate about understanding and improving customers' lived digital service experiences. You'll join the Know Your Customer (KYC) Squad, delivering targeted communications to drive refresh outcomes and address customer complaints related to KYC refresh. Working alongside a Product Owner, marketing and data analysts, you'll deliver personalised digital experiences that matter.
On any given week you will
* Support projects to deliver new digital features and experiences via personalised, targeted communications.
* Own acquisition, engagement and adoption journeys across CommBank.com.au, NetBank and the CommBank app.
* Drive end‑to‑end delivery of key digital experiences, including targeted messaging and A/B experimentation—from ideation to execution and measurement—using Adobe Target, AEP content management, RT‑CDP audiences, and Adobe Analytics.
* Deliver weekly, monthly, quarterly and yearly reporting and deep‑dive analysis of key metrics.
* Identify and lead key strategic initiatives.
We're Interested In Hearing From People Who Have
* A clear customer focus with proven digital and stakeholder management experience.
* Strong analytical skills—Adobe Analytics highly regarded, or similar tools used to extract insights from digital data.
* Hands‑on experience with conversion optimisation platforms (Adobe Target, Experience Manager, Audience Manager).
* Exceptional communication, influencing and negotiation skills.
* Proven ability to identify new business opportunities and deliver strategies end‑to‑end.
* A passion for delivering exceptional digital customer experiences.
* Curiosity for the latest digital capabilities, SEO, website and channel optimisation, and industry trends.
Our Talent Acquisition team will be taking a scheduled break over the festive period beginning 24 December. We will resume reviewing applications and responding to enquiries from 5 January. We appreciate your understanding and patience during this time and wish you a safe and enjoyable holiday season.
Advertising End Date: 18/01/2026
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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