AddressDo work that matters
Sitting with the Chief Data & Analytics Office (CDAO), the Customer Data, Investigation & Remediation team are responsible for ensuring that our customers are KYC Compliant, keeping our bank safe.
See yourself in our Team
As an Analytics Manager you will be responsible for a suite of communications, their end-to-end development and delivery of Leads and Campaign activity, delivering insights and knowledge from concept through to completion.
This role is critical in ensuring CBA is effective in maintaining a customer focus when communicating critical messages at the relevant time using the relevant channels as determined by law and regulation. We work with internal stakeholders to define and deliver personalised communications with appropriate contact strategies in order to optimise the customer experience and effectiveness, and meet legal requirements to prevent complaints and financial penalties to the bank.
Given the breadth and depth of CBA products and technologies, this role is responsible for ensuring a seamless experience for customers across all channels.
In this role you will:
Drive and uphold standard operating process, sharing best practices and acting as an escalation point for issues to ensure resolution
Partner with Marketing and Product colleagues or Project teams to develop communications that meet business objectives and legal obligations
Using strong business acumen, translate complex business requirements and objectives into technical briefing to support the end to end process
Pro-actively engage with stakeholders by supplying data, insights and strategic input which determine appropriate analytics requirements and personalized contact strategies.
Identify, communicate and mitigate risks and issues associated with development of compliance communications
Campaign data extraction, manipulation and analysis of customer and other data from a data warehouse environment using analytical and data mining tools. Maintain a strong focus on identifying any data or quality issues which will impact the communication by building a thorough understanding of data systems and sources.
Potential partnering with the data science team for using AI
Exposure to multiple communication channels including direct mail, SMS, Netbank, CommBank App and planned rollout to include asynchronous chat.
We’re interested in hearing from people who have
5+ years relevant end to end campaign delivery experience
1+ year working in an agile environment
Advanced SQL skills and experience dealing with large and complex data sets
Advanced analytical, numerate and logical reasoning skills
Advanced communication and engagement skills
Ability to navigate and manage complex systems whilst retaining attention to detail
Ability to articulate complex analytical requirements and findings in common non-technical terms
Flexible approach and able to deal with change
Ability to define strategies to improve the effectiveness of the customer contact and customer experience
We support our people with the flexibility to balance where work is done with at least half your time each month connecting in our office.
We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work for you.
If this sounds like you then apply today!
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.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
