General Manager – Digital Channels Customer Engagement
The team
The Digital Channels team is responsible for the Group's 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
The General Manager, Digital Channels Customer Engagement has overall responsibility for developing and leading the digital strategy for customer experience for CommBank customers, including the development of online and mobile experiences and best practice in the channel. This role is required to work closely with the broader Digital Channels team and various product functions across the Group to ensure the provision of a customer experience that grows customer satisfaction and product sales.
What will success look like?
- You own the customer experience for desktop, tablet and mobile across our direct to consumer digital assets.
- You create a build, test and learn experimentation program to evolve the digital content and customer experience strategy.
- You will maximise traffic to achieve business sales goals and deliver digital experiences which drive customer satisfaction and brand recognition.
- Leading a team of innovative digital professionals you will create and implement development plans for digital channels with an emphasis on improving customer service, usability, marketing capability, sales and lead referrals.
- By driving thought leadership in Group investment in digital channels you will ensure a cross-channel approach to sales and service for customers.
- You analyse and develop business cases, proposals and project management plans as well as any risks that may arise during project delivery.
- You deliver a strategy for digital channels performance (sales and service) and manage a digital P L.
- You recruit, lead, develop and coach the employee communications team to ensure successful delivery of the strategy and diligent resource management
What will help you succeed?
- Extensive business experience leading a digital platform, including demonstrated application of user centred design across complex multi device sites.
- A sound understanding of how to manage a high traffic, highly agile digital platform and marketing to consumers/business.
- Ability to create a strong business case and secure support for large scale online investments.
- Proven experience with Agile processes and knowledge of best practices in online channel development and digital marketing.
- Strong leadership and collaborative abilities as well as an understanding of financial services.
To be considered for this opportunity please apply online.
Advertised:
22 Aug 2013 Aus. Eastern Standard Time
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