Executive Manager
The team
The Digital Channels team is responsible for the online, tablet and mobile experiences for direct to consumer businesses including retail banking, small business and retail wealth products.
The Digital Experience team is responsible for the digital customer experience across devices for everyday financial services and supporting the experience for direct wealth management and small business. The team is responsible for conducting Customer Centred Design research to inform the design of the digital experience across the Group's platforms, growing customer satisfaction and delivering on cross and up-sell opportunities.
The opportunity
Reporting to the General Manager - Digital Channels Customer Engagement, the Executive Manager - Mobile CustomerExperiencehas the overall responsibility for developing and leading the mobile strategy for the customer experience for mobile customers of CommBank, including the development of mobile experiences and best practice in the channel. Working closely with the broader Digital Channels team and various product functions across the Group, you will define and implement strategies across the retail banks mobile channels to provide a customer experience that grows customer satisfaction and product sales. You will also work closely with the Payments team to develop a holistic customer offering.
What will success look like?
- You own the customer experience for mobile across our direct to consumer digital assets as well as the development of the mobile channel business.
- You create and implement development plans for mobile, with emphasis on improving customer service, usability, marketing capability, sales and lead referrals
- You will design and execute the experimentation program bases on build, measure and learn.
- You maximise mobile adoption to achieve business sales goals and deliver mobile experiences which drive customer satisfaction and brand recognition.
- You provide thought leadership in Group investment in mobile ensuring a cross-channel (digital, branches and call centre) approach to sales and service for customers.
- You analyse and develop business cases, proposals and project management plans as well as managing any risks that arise during project delivery.
- Leading cross-functional teams you will ensure delivery of new features and functionality to customers in an agile methodology.
- You will manage the mobile business digital P L and take responsibility for recruiting, leading, developing and coaching the employee communications team to ensure successful delivery of the strategy and diligent resource management.
What will help you succeed?
- A strong understanding of how to lead, measure and manage a high traffic, highly agile mobile platform.
- Demonstrated ability to create a business case to support mobile investments as well as experience in mobile channel management and marketing to consumers/business.
- Proven experience with Agile processes as well as knowledge of best practices in online channel development and user centred designs across complex multi device sites.
To be considered for this opportunity please apply online.
Advertised:
22 Aug 2013 Aus. Eastern Standard Time
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