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About the Role

As a Digital Journey Optimisation Manager, you will design and optimise digital customer journeys across the CommBank app, NetBank, and CommBank.com.au. You will collaborate with Product Leads, marketers, designers, and analysts to leverage customer insights, analytics, and experimentation. Your goal is to identify opportunities, influence priorities, and deliver experiences that enhance acquisition, conversion, and customer outcomes.

Responsibilities

Act as a digital optimisation specialist, using customer insights, analytics, and experimentation to identify opportunities that improve acquisition, conversion, and digital experience performance.
Partner with Product Leads and stakeholders to develop optimisation recommendations, contribute to squad backlogs and roadmaps, and inform quarterly planning and prioritisation.
Partner across multiple squads within the Acquisition & Origination Value Stream, adapting focus as priorities evolve.
Partner with product, marketing, data, and digital UX teams to design and optimise digital experiences that drive customer acquisition and conversion.
Manage the end-to-end delivery of digital campaigns, personalisation initiatives, and experiments, including ideation, hypothesis creation, execution, A/B testing, monitoring, reporting, and analysis.
Design and deliver personalised digital experiences and behavioural audiences using Real-Time Customer Data Platform (RT-CDP) and Adobe Target.
Measure and monitor performance metrics, digital analytics, and customer insights, translating findings into actionable recommendations and optimisation opportunities.
Support digital feature delivery by reviewing tagging specifications, defining measurement requirements, and enabling robust end-to-end performance monitoring through Adobe Analytics dashboards and reporting.
Prepare management reporting, deep-dive analysis, and presentations to inform business decisions.

Requirements

A growth mindset and adaptability, with the ability to work across different initiatives, customer journeys, and business priorities while quickly building context and relationships.
A genuine passion for digital optimisation and customer acquisition, with a strong customer focus and proven stakeholder management experience.
Experience in experimentation, including A/B and multivariate testing, hypothesis development, and results interpretation.
Experience designing and delivering personalised digital experiences using audience segmentation and behavioural targeting.
Strong analytical and commercial acumen.
Experience using Adobe Analytics or similar digital analytics platforms.
Experience with Adobe Experience Platform, including Adobe Analytics, Adobe Target, Real-Time Customer Data Platform (RT-CDP), and Adobe Experience Manager, or comparable tools.
Exceptional communication, influencing, and stakeholder management skills.
Proven experience identifying optimisation opportunities and translating customer insights into measurable improvements in acquisition, conversion, and customer outcomes.
A positive risk mindset, proactively identifying and managing risk while balancing strategic thinking with hands-on delivery.

Skills

Digital optimisation
Customer acquisition
Experimentation (A/B and multivariate testing)
Personalised digital experiences
Audience segmentation
Behavioural targeting
Adobe Analytics
Adobe Experience Platform
Adobe Target
Real-Time Customer Data Platform (RT-CDP)
Adobe Experience Manager
Stakeholder management
Analytics
Data analysis
Reporting

Location

Sydney

Work Type

Permanent
Full time
50% office attendance

About the Company

Retail Banking Services (RBS) is the public face of CommBank, serving more than 10 million personal and small business customers.
This role sits in the Acquisition, Engagement and Retention Crew within the Everyday Banking Domain, supporting the Acquisition & Origination Value Stream.
You'll work on initiatives that help customers discover, compare and apply for Everyday Banking products, including transaction and savings accounts.
While you'll have a home squad, you'll also have opportunities to contribute across multiple squads within the value stream, partnering with different product, marketing and delivery teams as priorities evolve.
This role offers exposure to a diverse range of acquisition, origination and optimisation challenges, making it an excellent opportunity for someone who enjoys variety, continuous learning and working across different customer journeys.
We're a curious, agile team that values experimentation, collaboration and continuous improvement.

Equal Opportunity

We're keen to support you with the next step in your career.
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