Digital Journey Optimisation Manager - Everyday Banking

Digital Journey Optimisation Manager, Everyday Banking(In Life & Retention Value Stream)

Sydney |Permanent| Full Time| 50 % office attendance

You're a digital optimisation specialist with a passion for creating engaging digital experiences that help existing customers get more value from their relationship with CommBank. Working across the In Life & Retention Value Stream, you'll lead optimisation initiatives from idea to impact, developing data-driven roadmaps and delivering personalised customer experiences across the CommBank app, NetBank and CommBank.com.au. You'll use customer insights, analytics and experimentation to uncover opportunities, influence priorities and continuously improve customer engagement, retention and business outcomes.

See yourself in our team

Retail Banking Services (RBS) is the public face of CommBank, serving 10 million+ personal and small business customers. This role sits in the Acquisition, Engagement and Retention Crew within the Everyday Banking Domain, supporting the In Life & Retention Value Stream.
 

You'll work on onboarding, engagement and retention initiatives across our Everyday Banking products, including personal transaction accounts, personal deposits and Travel Money Card. While you'll have a home squad, you'll also have the opportunity to contribute across multiple squads within the value stream, partnering with different product, marketing and delivery teams as business priorities evolve.
 

This role offers exposure to a diverse range of optimisation challenges, customer journeys and strategic initiatives, making it an excellent opportunity for someone who enjoys variety, continuous learning and working across different parts of the business. We're a curious, agile team that values experimentation, collaboration and continuous learning.
 

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 squad priorities and deliver experiences that improve customer engagement and retention. You'll contribute to optimisation roadmaps and squad backlogs, supporting the end-to-end optimisation lifecycle from discovery and planning through to execution, measurement and continuous improvement.
 

On any given week you will

• Act as a digital optimisation specialist within your squad, using customer insights, analytics and experimentation to identify opportunities that improve customer engagement, retention and digital experience performance.
• 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 In Life & Retention Value Stream, flexing your focus as priorities evolve and contributing your optimisation expertise where it can have the greatest impact.
• Partner with marketing, data and digital UX teams to design and optimise digital experiences across the CommBank app, NetBank and website that support customer engagement and retention.
• Manage the end-to-end delivery of digital campaigns, from ideation, hypothesis creation, influencing creative and defining success metrics, through to execution, A/B testing, post-live monitoring, reporting and analysis, using Adobe Experience Manager, Adobe Target and Adobe Analytics on the Adobe Experience Platform.
• Measure and monitor performance metrics, digital analytics and customer insights to identify optimisation opportunities and ensure outcomes track to forecast.
• Prepare management reporting, deep-dive analysis and presentations to inform business decisions.
• Build digital behavioural segments using Real-Time Customer Data Platform (RT-CDP) and Adobe Analytics, and execute experimentation through Adobe Target.
• Support feature and service delivery by using data to inform priorities and enabling ongoing optimisation through tagging, Adobe Analytics dashboards and measurement frameworks.

We're interested in people who have

• A growth mindset and adaptability, with the ability to work across different squads, customer journeys and business priorities while quickly building context and relationships.
• A clear customer focus with proven channel and stakeholder management experience.
• Exceptional communication, influencing and negotiating skills.
• Strong analytical acumen — Adobe Analytics experience (or similar) highly regarded; comfortable analysing across multiple data sources (e.g. Adobe Analytics and Tableau).
• Proven experience identifying optimisation opportunities, influencing stakeholders and translating customer insights into measurable improvements through experimentation, personalisation and digital experience optimisation.
• Hands-on experience with conversion optimisation and experimentation platforms (e.g. Adobe Target, RT-CDP).
• Risk management experience, and flexibility to balance strategy with hands-on technical work.

If this role sounds like you – Apply now!