Take ownership ofimproving thecustomer experience across all touchpoints with data backed enhancements.
Contribute to the improvement of our digital channels to benefit our valued ASB staff and customers
Autonomy to add value through CX research & experimentation (A/B testing).
If the answer to all these questions is 'yes' then you're just the kind of person we're looking for!
Opportunity:
At ASB our vision isaccelerating financial progress for all New Zealanders.We believe we have the best team in New Zealand financial services, to deliver the best customer experience. We have an awesome opportunity for a Digital Optimisation Manager to join our Digital Practice.
About the role:
In this role, you will manage a range of operational and risk activities that support digital channels and the wider Digital Practice. Productivity and quality are also in scope as you'll be helping to implement initiatives that improve the overall efficiency and quality in outputs of not only the Digital Practice, but also Tribes across ASB.
What you will do:
Lead and influence the business to deliver key digital optimisation opportunities for driving conversion and better customer outcomes. Achieved by presenting insights and findings, running ideation workshops and producing clear optimisation plans to get stakeholder buy-in and resources behind them.
Maintain an end-to-end view of key digital experiences to derive insights and identify key optimisation opportunities. Leveraging analytics, voice of customer feedback and A/B testing platforms.
Share learning and act as a subject matter expert by drawing on best-practice, analytics and insights, voice of customer and competitor reviews.
About you:
You'll have plenty of hands-on digital and optimisation experience, so you'll know a thing or two about what a good customer journey looks like.
Known as someone that enjoys driving insight-led continuous improvement, you have a strong track-record of embedding yourself deeply in the business and can build strong relationships with your stakeholders to successfully deliver high-impact outcomes.
To be successful in this role, the skills you will bring are:
Several years' experience working in a Specialist or individually contributing Manager role(s) across areas such as Digital Channels, Digital Marketing or Digital Optimisation.
The ability to design and deliver digital optimisation programmes of work to lift digital conversion including a proven track record in conversion rate optimisation, building actionable insights to translate into workable pieces whilst working across a range of technical and business focused stakeholders.
Aptitude to proactively identify opportunities and issues across customer journeys/business processes and drive continuous improvement.
Why join us?
This is a fantastic opportunity for you to participate in an exciting period of digital transformation at ASB. Join our awesome Digital Tribe and work in a well-established agile environment, working alongside high-performing individuals, making an impact in the world of data.
You gain a lot of scope to progress your career further, not to mention you will receive some great banking benefits and flexible working options.
The location for this role is split between our technology hub in Albany (open plan, fully equipped with a badminton court, gym and awesome collaborative workspaces) and North Wharf (state of the art building with incredible views overlooking the water).
