DescriptionHow will I help?
As a Digital Personalisation Manager in the eCommerce team, you will play a pivotal role in shaping customer experiences across all digital touchpoints within your product business area. Your work will drive key outcomes in conversion rate optimisation (CRO), personalisation, and experimentation, enabling a seamless customer journey and maximising digital engagement.
You will be responsible for the day-to-day management of digital personalisation and contextual targeting activities within your squad, using data-driven insights to optimise customer experiences and exceed business KPIs. Your leadership will help create personalised experiences that increase customer acquisition, onboarding, product usage, and cross-selling opportunities.
You will work collaboratively with cross-functional teams to define and prioritise initiatives and contribute to the development of standards and capabilities within the wider organisation.
Your responsibilities will include:
- Overseeing digital personalisation activities and contextual targeting across all digital channels.
- Leveraging data and insights to inform campaign creation and maximise conversion.
- Defining and executing customer journeys that improve conversion rates and drive successful onboarding.
- Developing and executing testing and targeting activities for continuous improvement.
- Leading conversion rate optimisation efforts, building and managing personalised campaigns across channels.
- Driving the integration of new targeting capabilities, enhancing connected customer journeys.
- Ensuring data collection principles are aligned, maintaining up-to-date customer records.
What’s in it for me?
In this role, you will have the opportunity to significantly impact Westpac’s digital strategy by leading personalisation efforts and conversion optimisation initiatives. You will be part of an innovative team that thrives on collaboration and continuous learning.
You’ll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.
What do I need?
To excel in this role, you will need:
- 5+ years of experience in CRM, customer analytics, or digital personalisation in a large corporate environment (eCommerce, digital, financial services, or telco preferred).
- Proven track record in delivering customer and business KPIs through personalisation and conversion optimisation.
- Strong analytical skills and the ability to derive actionable insights from data.
- Experience with tools such as Adobe Analytics/Edge, Adobe Experience Cloud, Salesforce Marketing Cloud, or similar platforms.
- Strong communication skills and the ability to articulate plans, impacts, and trade-offs effectively.
- Experience with agile principles and scrum methodology.
- Knowledge of HTML/CSS and mobile-responsive designs (preferred but not essential).
Desirable experience:
- Previous experience as a matrix team leader, practice lead, or product owner.
- Tertiary qualifications in Commerce/Business, with relevant post-graduate study (Masters/MBA preferred).
What’s it like to work there?
We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.
As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.
We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow.
As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion. Hear from some of our people and their experiences working with us.
How do I apply?
Start here. Just click on the APPLY or APPLY NOW button.
At Westpac, we’re all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you’re interested in discussing workplace flexibility, please feel free to mention it in your application.
We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@westpac.com.au.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please email talentacquisition@westpac.com.au
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