Digital Experience Optimisation Specialist
- Support initiatives to improve customer acquisition performance across digital application journeys.
- Coordinate delivery activities across multiple stakeholder groups to enhance customer experience.
- Analyse customer journey performance and identify opportunities for improvement.
Overview
We are seeking a Digital Experience Optimisation Specialist to help support initiatives that improve customer acquisition performance across our digital application journeys. This role will focus on the eApply experience, partnering closely with Product, Technology, Analytics, Risk, Compliance, Operations and Marketing teams to deliver enhancements that improve customer experience, conversion outcomes and operational efficiency.
Responsibilities
Digital Experience Optimisation
- Support the execution of initiatives designed to improve application completion, approval outcomes and customer experience.
- Assist in identifying opportunities to reduce friction across the digital application journey.
- Coordinate delivery activities across multiple stakeholder groups.
- Monitor initiative status, risks, dependencies and key milestones.
- Develop project updates, presentations and stakeholder communications.
- Support business requirement gathering and documentation.
- Assist with testing, implementation readiness and post-launch monitoring.
Acquisition Acceleration
- Support the planning and execution of Acquisition Acceleration initiatives relating to eApply.
- Track progress against delivery plans and follow up on actions across business and technology teams.
- Coordinate workshops, working sessions and stakeholder reviews.
- Help prepare leadership updates, decision papers and project documentation.
- Ensure initiatives remain aligned to customer, business and operational objectives.
Analysis & Reporting
- Analyse customer journey performance and identify opportunities for improvement.
- Support the creation of performance reporting and business cases.
- Coordinate inputs from analytics, product and operational teams.
- Monitor implementation outcomes and support benefit tracking.
Skills and Experience
- 3+ years' experience in project management, digital product, business analysis, marketing, consulting or a related field - ideally within Financial Services
- Experience working in digital customer journeys, online applications or customer acquisition environments.
- Familiarity with digital optimisation, experimentation or conversion improvement initiatives.
- Strong organisational and coordination skills with the ability to manage multiple priorities.
- Experience preparing senior stakeholder communications and presentations.
- Strong Excel and PowerPoint skills
How To Apply
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Skills
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