Senior Manager, Customer Communications

at  Commonwealth Bank

• Assess current business functions and processes, performing state analysis and developing user/customer journeys.
• Develop and implement programs that enhance 1:1 customer communication, including leading operational uplifts and streamlining processes.
• Lead and manage change activity associated with the delivery of strategic priorities and/or process change, considering the needs of all those impacted.
• Craft and communicate 1:1 customer communication strategy, support with 1:1 campaign delivery and execution as required.
• Conduct analysis of data, forming insights and recommendations to help shape strategy.

Stakeholder management & influence

• Partner with stakeholders including Marketing teams, Data, Analytics, Digital, Risk and Change Management to deliver successful business and customer outcomes.
• Collaborate with and influence senior leaders across the Bank.
• Act as a key driver of initiatives, identifying and removing blockers to enable continued momentum towards our goals.
• Navigate a complex, matrix organisation dynamic to drive best outcomes for our customers with an enterprise mindset.

Team & culture

• Shape the culture of the team, continually reviewing and managing the team operating rhythm including supporting and coaching Marketing Managers day-to-day within the broader team.
• Ambition to create a better experience for our customers and our people with passion on how process improvement can help achieve this.