- Initial 6 month contract with potential to extend
- Day rate around $1200 depending on provided experience
- Hybrid working arrangement
A leading Financial Company is seeking a Customer Journey Manager to design and deliver coordinated, data-driven customer communications across the full customer lifecycle.
This role is responsible for translating customer strategy and insights into orchestrated, personalised engagement, ensuring the right message reaches the right customer, at the right time, through the right channel. Acting as the central point of coordination across multiple teams, the role ensures customer interactions are relevant, consistent and aligned to business priorities.
Key responsibilities
- Design and manage end-to-end customer journeys across key lifecycle moments, including onboarding, growth and pre-retirement
- Define and implement trigger-based, always-on engagement strategies across digital channels
- Establish and manage customer contact rules, including prioritisation, timing and channel selection
- Coordinate communications across teams to prevent duplication, conflict and over-saturation
- Translate customer insights, segmentation and behavioural signals into personalised engagement strategies
- Act as the central point of orchestration across Content, Digital, Marketing, Product, CRM and Service teams
- Partner with Data and MarTech teams to ensure platforms support scalable, automated customer engagement
- Establish and embed governance, standards and guardrails to ensure consistency and quality of customer experience
Requirements
- Proven experience leading customer engagement, lifecycle or journey-based strategies in a complex organisation
- Strong understanding of customer journey orchestration across multiple channels
- Demonstrated ability to set contact strategies, prioritisation rules and engagement frameworks
- Experience translating customer insights and data into personalised, actionable engagement
- Proven capability influencing and aligning cross-functional stakeholders without direct authority
- Hands-on experience working with CRM and marketing automation platforms
- Strong governance mindset, with experience establishing standards, processes and best practice frameworks
Desirable
- Experience within financial services, superannuation or similarly regulated industries
- Exposure to enterprise MarTech ecosystems and decisioning tools
- Experience operating within a Centre of Excellence or enterprise capability model
- Familiarity with customer lifecycle engagement across acquisition, retention and long-term value stages
To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Aryan Eskandari via email aeskandari@paxus.com.au and quote the above job reference number.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.
