We’re transforming our Way of Working - Together we’re delivering outstanding customer experiences and having a lot of fun along the way!Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.Do work that mattersYour primary objective is to contribute to and implement our engagement strategy that will secure our market leading position. There will be emphasis on a range of exciting customer focused initiatives designed to drive engagement with customers within the first 90 days of account origination, to retain them and drive usage of product features across the Everyday Banking business.You’ll work on a dynamic range of products for the Everyday Banking Business including personal transaction accounts, savings accounts and Travel Money Card engagement strategies, and work with a wide range of stakeholders across the bank:Internal Product Chapter, Customer Segments and Risk & Controls teams; Business partners in Digital, CDAO, Analytics, Marketing; Channels, Finance and further support functions.See yourself in our teamThis role will be in the Acquisition, Engagement and Retention Crew in the Everyday Banking Domain. This portfolio is at the heart of the Retail Bank’s franchise managing the acquisition and lifecycle management of everyday banking customers.Within the first 90 days engagement squad specifically, we have end-to-end accountability of driving customer engagement strategies through a range of digital touchpoints, so that customers are onboarded successfully and regularly engage with our products and features. This ensures we are driving quality new customers who consider us as their main financial institution. There will be a specific focus on customer on-boarding strategies to ensure they are getting the most out of their new accounts and familiar with our services.You will be reporting to the Product Chapter Lead – Acquisition, Engagement and Retention, and working closely with the Engagement squad.Some of your responsibilities will includeYou will be expected to perform the following tasks in a manner consistent with CBA’s Values of ‘Care’, ‘Courage’ and ‘Commitment’. Specifically, you will be required to manage the following activities across the Everyday Banking portfolio:Working with your PO to plan, co-ordinate and execute engagement initiatives for personal transaction accounts, savings and payments products to drive EDB portfolio growth, working closely with your squad members in Customer & Digital, Marketing and CDAO to execute data driven NBCs and engagement initiatives.Plan, develop and execute insight and hypothesis led NBCs, offers, and digital initiatives to drive customer engagement and product usage.Regularly monitor, analyse and report trends of new EDB customers using internal and external data sources to form recommendations to support business decisions, and provide performance updates to senior stakeholders.Forecast and report on financial, customer and business performance and impacts by leveraging market insights across the competitor landscape, upcoming government/regulatory changes, as well as internal initiatives and trends.Leverage your strong stakeholder management to influence others and deliver your initiatives with excellence.Be the subject matter expert on the customer experience to engage and retain personal transaction and savings customers across all channels.Ensure that customer service and experience remain at the centre of everything we do whilst proactively managing risks.Manage all Compliance and Risk management tasks related to the products and services and policies are adhered to.We’re interested in hearing from people who haveExperience with retail products and customers, preferably within customer lifecycle management.Demonstrated problem solving capability and ability to use judgements to navigate through new and ambiguous initiatives.Proven delivery experience with executing initiatives end to end – and outcome driven.Sound experience with business performance reporting leveraging dashboards, and various data sources in Excel, and translating numbers into meaningful insights for the business.Proactive with problem solving and being a key contributor to quarterly planning and annual planning.Strong experience with developing and executing NBCs (next best conversations – via a variety of below the line channels) end to end, ability to map customer journeys, identify pain points and opportunities to drive excellent customer and business outcomes.A growth mindset with a hunger to learn, grow and make a positive impact to our customers and business.Ability to play a leadership role in meetings/working groups to understand key dependencies, escalate blockers and lead stakeholders to meet timelines.Track record of using market and portfolio insights to prove meaningful opportunities.Excellent ability to lead multiple initiatives with strong prioritisation skills.Strong stakeholder management skills influencing skills and communication skills.Risk Mindset - All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
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