Do work that matters

Sitting with the Chief Data & Analytics Office (CDAO), the Simple Credit Crew make a difference in the lives of our customers by offering innovative products which allow our customers to smooth out their short term cashflows. One of our most proud products is CBA StepPay which allows our customers to buy now and pay later.

See yourself in our Team

As a Campaign Optimisation & Analytics Manager, you will be responsible for a suite of communications, their end-to-end development and delivery of Leads and Campaign activity, delivering insights and knowledge from concept through to completion.

This role is critical in ensuring CBA is effective in maintaining a customer focus when communicating critical messages at the relevant time using the relevant channels as determined by law and regulation. We work with internal stakeholders to define and deliver personalised communications with appropriate contact strategies in order to optimise the customer experience and effectiveness and meet legal requirements

Given the strategic nature of the Crew where this role sits, the successful candidate will be responsible for ensuring a seamless experience for internal and external customers across multiple channels.

In this role you will:

• Drive and uphold standard operating process, sharing best practices and acting as an escalation point for issues to ensure resolution

• Partner with Marketing, Product and Digital colleagues or Project teams to develop communications that meet business objectives and legal obligations

• Using strong business acumen, translate complex business requirements and objectives into technical briefing to support the end-to-end processes.

• Proactively engage with stakeholders by supplying data, insights and strategic input which determine appropriate analytics requirements and personalised contact strategies

• Identify, communicate and mitigate risks and issues associated with development of different categories of communications

• Campaign data extraction, manipulation and analysis of customer and other data from a data warehouse environment using analytical and data mining tools. Maintain a strong focus on identifying any data or quality issues which will impact the communication by building a thorough understanding of data systems and sources

• Potential partnering with the data science team for using AI.

• Exposure to multiple communication channels including direct mail, SMS, Netbank, CommBank App and planned rollout to include asynchronous chat

• Be a mentor and subject matter expert in campaigns and analytics

We’re interested in hearing from people who have

• 5+ years relevant end to end campaign delivery experience

• 1+ year working in an agile environment

• Advanced SQL skills and experience dealing with large and complex data sets

• Advanced analytical, numerate and logical reasoning skills

• Advanced communication and engagement skills

• Ability to navigate and manage complex systems whilst retaining attention to detail

• Ability to articulate complex analytical requirements and findings in common non-technical terms

• Flexible approach and able to deal with change

• Ability to define strategies to improve the effectiveness of the customer contact and customer experience

• Python or R experience is a plus

• Exposure to Cloud is a plus

• Exposure to AI and Advanced Analytics is a plus

We support our people with the flexibility to balance where work is done with at least half your time each month connecting in our office.

If this sounds like you then apply today!  

Advertising End Date: 24/09/2024