Customer Journey Marketing Manager

About the role

As a Senior Customer Journey Marketing Manager you will shape ANZ’s direct‑marketing capability by designing end‑to‑end personalised customer journeys. The role focuses on upstream strategy, turning business and commercial goals into lifecycle experiences that span acquisition, onboarding, engagement and retention.

Key responsibilities

• Lead the strategy and design of personalisation marketing journeys across multiple channels.
• Define trigger‑based, always‑on and multi‑channel journeys, including sequencing, contact strategy and personalised content.
• Champion test‑and‑learn approaches, embedding experimentation to optimise performance.
• Apply customer insight and performance data to drive optimisation and ensure commercial impact.

Required profile

• Extensive experience in customer and personalisation marketing, lifecycle marketing or customer experience.
• Strong analytical mindset with the ability to translate data into actionable journey improvements.
• Proven ability to work upstream, shaping concepts before execution.

Required skills