Your division:
The Customer, Marketing and Communications team bring together all the key functional teams responsible for both bringing the customer to life for Bankwest and for bringing Bankwest to life for customers.
We create and deliver customer-led propositions, share ideas and insights to influence customer-led thinking across the business and create and deliver compelling stories to help all of our audiences (colleagues, customers, the community, partners, stakeholders and the local government) understand who Bankwest is.
Your Team:
The Customer Strategy, Insights and Optimisation team is a multi-disciplinary team bringing together insights, strategy, digital experience optimisation and digital analytics experts.
This team is responsible for leading customer research, embedding feedback loops, analysing data and activating experiments – we are passionate about leveraging the voice of the customer and behavioural signals to understand performance, embedding a culture of experimentation, and providing useful insights and guidance to Crews and CoEs on opportunities to drive NPS, acquisition, engagement and retention.
Your impact & contribution:
The Chapter Lead – Digital Experience Optimisation leads a team of specialists who are focussed on optimising digital experiences, starting from our website to deliver outstanding customer outcomes and business growth.
It’s an exciting time for an experienced digital experience professional who has the passion for experimentation and data-led optimisation to work with a range of different stakeholders to ensure we are continually improving our experiences to do better for customers.
Your reporting line:
You will report to the Executive Manager, Customer Strategy, Insights and Optimisation and together you will deliver the digital optimisation and personalisation strategy for Bankwest, inspire curiosity across the entire business and embed a culture of experimentation.
Your responsibilities

1. Leading and transforming the Digital Experience Optimisation function at Bankwest:

• Define the vision and roadmap for a best-in-class digital experience optimisation and website publishing operations at Bankwest in alignment with the bank’s strategy and objectives.
• Act as a key driver of change in fostering a culture of experimentation, data-led improvement and customer-centricity.
• Drive the effective use of platforms (e.g. AEM, AAM, Target and AJO) and identify opportunities to uplift capability to deliver against the vision.

1. Divisional representation & stakeholder management:

• Represent the Digital Experience Optimisation function at key leadership forums, building equity as a trusted advisor amongst senior leaders.
• Influence and collaborate with a cross-functional group of stakeholders to embed experimentation and personalisation practices within wider digital projects.

1. Supplier management:

• Identify, select and manage third party vendors in accordance with agreed budgets, target outcomes and risk management policies and practices.
• Build and maintain strong relationships with suppliers and identify opportunities to implement improvements to our insights programmes whilst delivering cost-savings in the long-term.

1. Governance, risk and compliance:

• Ensure our operations adhere to the applicable regulatory requirements.
• Identify and manage risks, finding opportunities to streamline operations whilst ensuring effective quality controls are in place.

1. Team management and capability development:

• Lead, coach and develop a high-performing team of specialists who have a range of expertise spanning across experience optimisation, personalisation, SEO and website content management.
• Oversee resource planning, performance management and capability building within the chapter.
• Build and maintain a team culture that values collaboration, curiosity, innovation and impact.

Your skills & experience

• High level of intellectual curiosity, a passion for finding solutions to challenging problems and a strong growth mindset.
• Significant experience in digital analytics, experience optimisation or digital strategy roles with leadership responsibilities.
• Proven ability to think strategically and solve complex problems using structured, analytical frameworks.
• Strong commercial acumen with a track record of delivering tangible business outcomes.
• Excellent stakeholder and supplier management, influencing and negotiation skills, and the ability to inspire and mobilise change through collaboration.
• Demonstrated experience in managing risk and compliance in an ever-evolving context.
• Strong attention to detail, project management and budget management skills.
• Strong written and verbal presentation skills (Powerpoint and Word), and the ability to present technical concepts to non-technical audiences, particularly through storytelling.

If this sounds like you, apply now!
If you’re already part of the Commonwealth Bank Group (including Bankwest, x15ventures), 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.
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Advertising End Date: 03/09/202

Please refer the Job description for details