Digital Experience Manager

Be part of Beyond Bank a bank that is for and with you.

We are one of Australia's largest, 100% customer-owned mutual banks with a credit union heritage. With over 300,000 customers and over 40 branches across five states, we are working hard to be the best relationship bank for customers and communities in Australia. When you join Beyond Bank, you will work for a B Corp and be part of a friendly, inclusive, and supportive environment where you can continue progressing, no matter what stage of your career.

Our values of Customer Obsessed, Empowering Communities, Right things, right way, Shared Ambition, and Championing Sustainability are integral to all that we do and are the standards to which we hold ourselves.

Where and how you can work

This position can be based in any of our offices. This is a hybrid position giving you the flexibility to work from home and the office.

• Description

The Role

The Digital Experience Manager oversees the customer experience across digital channels, including internet banking, mobile apps, and websites. This role involves managing digital product strategies, engaging stakeholders, identifying revenue opportunities, and leading digital transformation initiatives. Additionally, the manager sets and measures digital channel performance against KPIs, ensuring alignment with strategic goals, and leads a team of UX and analytics experts within the Digital Customer Experience Team.

In the role you will

Leading a team of analysts to monitor and improve the end-to-end digital experience for customers, whilst driving our digital strategy through planning projects, and sprints.

Analysing, identifying, and synthesising trends in user behaviour, or areas of improvement across our digital platforms, in service of growing digital customer interactions and enhancing the customer experience. Presenting insights or improvements and owning the delivery of the initiative.

Providing leadership, purpose, direction, and guidance to your team, helping them deliver the digital roadmap and implement our digital strategy.

Driving the change, adoption, and process for new digital technologies within the digital team, and with stakeholders from across the organisation.

Co-creating the digital strategy and plan with the digital leaders, aligning with Beyond Bank Australia's strategy and purpose.

Collaborating with other teams and departments within the organisation to create an omnichannel customer experience and implement appropriate digital solutions to business problems.

Staying abreast of digital trends and changes in the market, particularly in the financial services industry.

• Skills and Experiences

About you

You will be a strategic thinker with a passion for digital product management and customer experience. You will lead a team of UX and analytics experts, drive digital transformation initiatives, and set and achieve KPIs to enhance revenue and customer satisfaction. Excellent communication skills and a dedication to delivering exceptional digital experiences are essential.

Lives and breathes digital, is customer obsessed, driven, energetic and a team player

Solid knowledge of digital trends

Solid knowledge of digital solutions and digital experience platforms.

Experience with working on user experience across digital channels, project management or digital production with agile project methodologies

Experience to drive User Centred Design principles

Experience in liaising with external clients and stakeholder groups

Experience in leading and developing high performing teams

Experience with website and analytics tools such as GTM, Google Analytics, Google Big Query, Figma, Marketo, and knowledge of an enterprise Content Management System / Digital Experience Platform (CMS / DXP), Optimizely or similar

See yourself in our team

You will be joining the Digital team an energetic group of dedicated professionals, who are passionate about delivering customer experience initiatives, projects, and trials, derived from the department's digital strategy to create a create a better customer experience across the digital channel.

Why work for Beyond Bank?

• And there's even more benefits
• Additional 3 paid work-life balance days to boost your annual leave
• Paid community volunteer days to support many community charities across Australia
• Access to employee discounts, health and wellbeing initiatives, employee and family assistance, plus more
• A flexible, and diverse working environment
• Career development opportunities, training and coaching

By joining Beyond Bank, you will have the opportunity to work alongside talented professionals who will support and encourage you to achieve your full potential. If you are passionate about people and want to make a difference, we would love to hear from you.

What does our recruitment process look like?

The process can include a phone screen, video interview, virtual or face-to-face interview, psychometric testing, and all relevant ba