Insights Analytics Manager

Do 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.

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Advertising End Date: 11/07/2024