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Manager - Customer

Commonwealth Bank - Sydney, NSW

Source: uWorkin


You are passionate about customers and the opportunity to build trust and customer advocacy through data-driven propositions and insight. You work in an agile set-up with cross-functional stakeholders spanning Data and Decision Science, Channels, Technology, Product and Marketing to deliver personalised customer journeys, contact decisioning, communications and insights that will transform how the Retail Bank engages with customers.

See yourself in the team:

The Data & Decision Science (DDS) team is responsible for leading the delivery of world class data, analytics and technology capabilities to improve the financial wellbeing of our customers and communities.

Core Services:

Customer Engagement Engine: connected to all our channels and using sophisticated machine learning, this state of-the-art technology drives all of our customer contact and improves customer experience and financial wellbeing through ''Next Best Conversations''.
Data Office: accountable for the RBS Data & Analytics strategy (and its delivery), guiding investments to ensure we are leveraging and building) world class data assets and tools across RBS. It also designs and implements the data quality framework for RBS and supports the Business teams manage and improve the quality of the data they use.
Decision Science: responsible for all AI, Machine Learning, Adaptive Modelling and Advanced Analytics --- pushing the boundaries on process automation and customer engagement using AI, deploying experimentation at scale, ensuring all customer experiences are hyper-personalised and integrated into our decisioning estate.

What you will do
This role covers two broad remits. Firstly, you will help drive the Group's personalisation agenda, to ensure that where impactful Next Best Conversations leverage customer triggers and provide customized experiences that enhance the financial wellbeing of our customers and communities.
Secondly, you will use data and analytics to deliver customer-centric (product & channel agnostic) communication campaigns that delight existing customers in moments that matter. You'll be partnering with a varied stakeholder network to design, develop and execute data-driven communications, experiences and solutions that add value throughout the customer lifecycle.
The role has end-to-end responsibility from design and planning through to execution.

More Specifically:

  • Working collaboratively in cross-functional teams with Marketing, Market Research, Data & Decision Science, Channel and Product colleagues, you will be responsible for leveraging the Group's data assets to design multi-channel customer journeys and always-on 1:1 communication campaigns that transform customer engagement --delivering the right message to the right customer, at the right time, via the right channel.
  • Work on strategic projects that enable us to streamline the process of capturing customer feedback and leverage it to drive customer advocacy/Net Promoter Score
  • Help manage the day to day activities and priorities of supporting Insight Analysts to optimize initiatives in line with stakeholder expectations. Identifying any challenges and resolving in a timely fashion to ensure smooth delivery.
  • Using strong business acumen you will be required to scope out moderately complex business problems and gain agreement across stakeholders from diverse teams.
  • Work closely with Senior Manager and Executive Manager to develop an insights led culture across the team.
  • Contribute to the refinement and optimization of our Next Best Conversations based by monitoring the performance of a portfolio of NBCs and proactively seeking ways to optimize these to deliver improved customer experience and business outcomes
  • Effectively communicate requirements to stakeholders, managing conflicts, issues and changes in order to ensure communications or projects are delivered on time, within budget.
  • Support and drive additional priorities as required by the broader DDS team.
  • Keep us safe, by maintaining an adequate focus on Risk Management and incorporating risk reduction into processes and procedures.
  • Form excellent working relationships with DDS team members, DDS stakeholders and CBA teams.
About You:
You are analytical, strategic, and a forward thinking creative-problem solver, highly capable of working proactively within a team, managing multiple projects simultaneously while navigating through ambiguity. Self-motivated, proactive and diligent, capable of juggling multiple projects with a can-do attitude and working to tight deadlines.

We would like to hear from you if you have:
  • Extensive relevant experience in using data and analytics to drive business results, preferably in the Financial Services sector
  • Advanced analytical, numerate and logical reasoning skills
  • Ability to navigate complex systems and large data sets o
  • Demonstrated commercial acumen, and experience in proactively and creatively utilising analytics to drive decision making
  • Proven ability to identify, capture, manage and drive complex business requirements for technical and business process solutions Proven problem solving, planning, analysis, project management and decision-making skills
  • Demonstrated ability to design and develop a contact strategy, ideally with technical delivery experience
  • Prior experience with customer journeys, marketing campaigns, or customer contact decisioning.
  • Advanced communication, negotiation and interpersonal skills for communicating strategy recommendations and prioritising demands
  • Experience with working in Agile, Scrum and/or Kanban environments
  • Commercial experience with data exploration & analysis tools (primarily SQL)
  • Degree-level qualification in relevant discipline
  • Project management tools such as Confluence, Jira, Visio and Microsoft Office suite
  • Experience in strategy and operating model development
  • Experience with campaign management or customer decisioning systems preferred
Highly regarded
  • Experience with campaign management or customer decisioning systems preferred
  • Prior experience with Pega will be highly beneficial
  • Agile experience or certifications preferred
If you're already part of the Commonwealth Bank Group (including Bankwest), 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.