Journey Expert – Digital Customer Experience

About the role

The Journey Expert will design and deliver best‑in‑class digital customer experiences that generate incremental value for ANZ. Working within the Digital Channels business, you will create personalised content across email, SMS, in‑app banners and website experiences, collaborating with product, marketing and technology teams.

Key responsibilities

• Build and optimise customer journeys across digital channels to achieve business outcomes.
• Deliver personalised content such as emails, SMS, in‑app notifications and website banners.
• Work with product and marketing stakeholders to define best‑practice guidelines and frameworks.
• Develop and execute experience plans, securing necessary approvals and ensuring compliance.
• Set clear success criteria, configure measurement, and monitor campaign performance.
• Analyse and segment data to define target audiences and inclusion/exclusion criteria.
• Measure, optimise, and discontinue campaigns based on defined metrics.
• Collaborate with production partners to create and launch campaign messaging.

Required profile

• Strong experience in digital channels or direct marketing within a large organisation.
• Proven track record delivering complex, multi‑channel campaigns.
• Commercial mindset with the ability to articulate impact on key outcomes.
• Ability to manage campaign activity, obtain approvals and ensure compliance.
• Data‑driven approach to audience segmentation and performance measurement.

Required skills