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Sydney, New South Wales, Australia
Hybrid
You are a curious and enthusiastic individual with a passion for solving problems.
We are a collaborative team who are constantly finding new ways to use data to develop customer insights both for internal stakeholders and our customers.
Together we can harness the power of analytics and technology to identify solutions for our customers and communities to help build a brighter future and really make a difference, placing customers at the centre of what we do.
Please note we have 2x12-month secondment roles available - Sydney location preferred.
See yourself in the team:
Business Bank (BB) supports the financial health of individuals, businesses, and communities, especially CBA’s small and medium enterprise clients, including those in rural areas, as well as online trading and broking customers.
The BB Advanced Analytics & Data (BB AAD) team uses data and analytics to identify our customers’ needs and safely deliver insight, contact journeys and innovative solutions to improve their financial wellbeing. We leverage data and innovative technology to deeply understand our customers and derive world-class insights to support commercial strategy and decision-making.
We work closely with our business partners and stakeholders to deliver leading insights and analytical solutions for our contact centres in BB. We are data-driven and provide deep analytical insight on business and customer behaviour and metrics. We are trusted advisors and partners working toward enabling a true AI powered, omni-channel experience for our customers.
Do work that matters:
As part of the AAD Customer Analytics & Engagement team, you will support the building and deployment of customer communications. Through collaboration with teams across Business Banking, you will leverage extensive data resources to conduct advanced analysis and develop insights to inform the business on the design, recommended optimisations and performance of customer communications and contact strategies.
On a day-to-day basis, you will:
Working collaboratively with colleagues and stakeholders in BB, you will be responsible for delivering customer communications (NBCs), using existing and developing platforms.
Deliver quality analytics in a fast-paced, agile environment where you will conduct analysis on a range of topics of interest to business stakeholders to inform communication strategies.
Collaborate on customer communication projects that help drive the strategic objectives of the business and develop and maintain ongoing capabilities, such as automations and self-service dashboards.
Synthesise qualitative and quantitative data and facts from various sources to identify relationships and patterns. Arriving at logical conclusions, you will identify and present opportunities to maximise customer engagement and deepen customer relationships.
Develop and maintain effective relationships with various stakeholders. Communicate effectively and persuasively (verbal and written) to senior leadership.
Working with data and operation teams, identify and drive the delivery of data in production environments to support new initiatives.
We're interested in hearing from people who have:
Please note that we’re interested in hearing from people who might not meet all the following criteria. We’re open to working with the right candidate to fill any skill gaps during your journey at CommBank.
A natural curiosity and ability to understand complex problems and take a structured approach using data driven insights to solve them.
Previous experience in data driven customer communications analytics or modelling to develop insights and recommendations. (e.g. actuary, pricing, credit risk, customer experience)
Experience with tools/techniques like SQL, Python, Snowflake, AWS, and VS Code
Knowledge of visualisation best practices for complex data relationships (e.g. Tableau, PowerBI)
Attention to detail and willingness to pick up new concepts or skills.
Confident and capable communication and stakeholder management skills.
Understanding of AI and ML tools and their application.
Degree in relevant discipline (qualification in Actuarial Studies, Economics, Finance, Statistics, Maths, or Sciences preferred).
Experience in Customer Communications favourable but not required.
If this sounds like you 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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