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Customer Experience Business Analyst

Customer Experience Business Analyst The Company Our client is a well-established life insurance provider with a long-standing presence in the Australian market, trusted by millions to protect what matters most. With a strong focus on customer experience and a genuine commitment to doing right by the people they serve, they continue to invest in innovative ways to support their customers through every stage of their journey. The Opportunity An exciting opportunity has arisen for a Customer Experience Business Analyst to join a collaborative marketing function within a leading life insurance business. This is a hands-on, individual contributor role, you won't be managing a team, but you will lead discovery, mapping and business case development across key customer lifecycle moments, working closely with stakeholders across the business to define future state experiences and see recommendations through to implementation. Key Accountabilities Lead discovery activities across key customer lifecycle moments, mapping current state journeys, processes and communications to identify pain points and opportunities Facilitate workshops to define future state experiences, developing journey maps, requirements and impact assessments for prioritised initiatives Prepare options analysis, recommendations and business cases to support prioritisation and decision making Build strong relationships across product, legal, compliance, risk, digital and customer service teams to support discovery and delivery Present findings, recommendations and business cases to senior stakeholders, building alignment and support for change Define and track success measures for customer experience improvements, evaluating outcomes once changes are implemented Use customer feedback, complaints and operational data to identify further opportunities for improvement Ideal Experience 3+ years' experience as a Business Analyst, Customer Experience Analyst, Business Change Analyst, Service Designer or similar Proven experience leading discovery activities, gathering requirements and mapping customer journeys and business processes Strong analytical and problem solving skills, including root cause analysis and business case development Comfortable working across business, operational, technology, risk and compliance stakeholders to build alignment and drive change Experience operating in regulated environments, ideally within financial services or insurance, is highly regarded but not essential Why Apply Join a purpose driven organisation with a genuine focus on improving outcomes for its customers Play a hands on role shaping how customers experience key moments across their journey Access to training programs and mentorship opportunities designed to support your ongoing growth Whether you are a sports fanatic, shark diver or part-time antique collector, we celebrate your uniqueness. Parity Consulting works with clients who embrace diverse and inclusive environments and empower their teams to bring their authentic whole self to work. We encourage people with different beliefs, abilities, backgrounds and life experiences to contact us. At Parity, we believe in people, not just data. Every application is reviewed by a real person, ensuring your experience and individuality are genuinely valued throughout the recruitment process. ....Read more...

Search & Performance Lead

The Company Our client is a trusted industry super fund committed to delivering exceptional member outcomes through innovation and strategic growth. They're investing in their digital capabilities and search presence as a core pillar of their acquisition and engagement strategy. The Opportunity An exciting opportunity has emerged for a Search and Performance Lead to join their Marketing team on a permanent basis and build out a unified search capability across SEO, GEO and SEM. You'll own the end-to-end search strategy, drive high-intent member acquisition, and lower cost-per-result through data-driven optimisation and experimentation. This is a hands-on strategic role where you'll partner with cross-functional teams, guide external agency partners, and shape how the fund shows up across traditional search engines and AI-driven discovery platforms. This is a Melbourne-based role. Key Accountabilities Build and own the end-to-end search strategy across SEO, GEO and SEM, translating commercial priorities into channel roadmaps and prioritised backlogs Lead the monthly optimisation cadence of plan, test, learn, scale and champion a culture of experimentation and continuous improvement Own technical, on-page and off-page SEO, plus define the GEO framework to increase visibility across AI Overviews and LLM platforms Guide and direct media agency partners on SEM execution across Google and Microsoft, holding them accountable for performance, governance and quality standards Develop and maintain search analytics frameworks, KPIs, guardrails and attribution models using GSC, GA4, SEMrush and other tools Build cross-functional working groups across Content, Digital, Compliance and Data, creating playbooks and running training to upskill stakeholders Ideal Experience Hands-on experience developing and optimising SEO and SEM strategies that drive commercial results, ideally within regulated industries such as superannuation, financial services or banking Strong technical SEO knowledge including structured data, schema, entity building, E-E-A-T, and Core Web Vitals, plus familiarity with AI-driven search environments Proven experience guiding and holding agency partners accountable for SEM performance, governance and quality across bidding strategy, ad relevance and Quality Score optimisation Experience working with cross-functional teams in complex, compliance-sensitive environments where landing page optimisation and messaging accuracy are non-negotiable Why Apply Lead the evolution of search strategy at a purpose-driven super fund that prioritises member outcomes and invests in digital capability Own a high-impact channel with direct influence on acquisition efficiency, member engagement, and organisational commercial goals Work in a collaborative environment where your insights drive decisions across Marketing, Brand, Product and Compliance teams To have a confidential chat, please contact Ryan Clarke at rclarke@parityconsulting.com.au Whether you are a sports fanatic, shark diver or part-time antique collector, we celebrate your uniqueness. Parity Consulting works with clients who embrace diverse and inclusive environments and empower their teams to bring their authentic whole self to work. We encourage people with different beliefs, abilities, backgrounds and life experiences to contact us. At Parity, we believe in people, not just data. Every application is reviewed by a real person, ensuring your experience and individuality are genuinely valued throughout the recruitment process. ....Read more...

Digital Marketing Manager (Day Rate)

Digital Marketing Manager The Company Our client is a dynamic financial services organisation focused on delivering innovative, technology-driven solutions and exceptional client outcomes. Known for a collaborative, supportive and genuinely people first culture, they are looking for someone to join their Digital Marketing Function on a day rate basis. The Opportunity We’re seeking an experienced Digital Marketing Manager with hands-on Optimizely experience to join our client on an initial 3-month day-rate contract, with potential to extend. In this role, you’ll take ownership of the digital ecosystem, spanning website strategy, content management, marketing technology and customer journey optimisation. You’ll play a key role in driving measurable digital performance across lead generation, conversion and customer engagement. Reporting to the Head of Product & Marketing, you’ll work closely with senior stakeholders, technology teams and external agencies to shape and optimise the organisation’s digital experience during an exciting period of growth. Key Accountabilities Lead the development, optimisation and ongoing management of the organisation's websites and digital platforms to support business growth and client acquisition Drive digital strategy across SEO, conversion rate optimisation, analytics and emerging capabilities including AI-enabled marketing initiatives Design and execute lead generation, nurture and conversion programs that deliver measurable commercial impact Manage marketing technology platforms, website content and digital experiences, ensuring best practice governance and cross-functional alignment Develop and lead A/B testing, experimentation and continuous improvement initiatives to optimise marketing performance Translate digital insights and campaign data into strategic recommendations that enhance customer journeys and business outcomes Work collaboratively with technology teams and agency partners to deliver digital enhancements, integrations and innovation Ideal Experience Proven experience in digital marketing, website management or marketing technology roles within a commercial environment Hands-on technical expertise with Optimizely and experience managing enterprise websites, digital content and lead generation campaigns at scale Strong understanding of SEO, conversion rate optimisation, website analytics and digital customer journey design Demonstrated ability to use data, insights and testing to drive measurable business outcomes and optimise marketing performance Experience within financial services or another regulated industry is advantageous Why Apply Join an independent business focused on innovation, growth and delivering exceptional outcomes during an exciting transformational phase Lead a complete digital transformation across a sophisticated digital ecosystem with real autonomy and impact on client acquisition strategy Work alongside senior business leaders and emerging capabilities including AI-enabled marketing, with access to investment in people, technology and tools To have a confidential chat, please contact Ryan Clarke at rclarke@parityconsulting.com.au Whether you are a sports fanatic, shark diver or part-time antique collector, we celebrate your uniqueness. Parity Consulting works with clients who embrace diverse and inclusive environments and empower their teams to bring their authentic whole self to work. We encourage people with different beliefs, abilities, backgrounds and life experiences to contact us. At Parity, we believe in people, not just data. Every application is reviewed by a real person, ensuring your experience and individuality are genuinely valued throughout the recruitment process. ....Read more...

Customer Retention Marketing Specialist (12 month FTC)

The Company Our client is a high-growth fintech platform revolutionising how Australians invest and build wealth. With a mission to make investing accessible to everyone, they combine innovative technology with genuine customer-centric values, building deep trust through transparent communication and user-friendly tools. The Opportunity We're recruiting a Customer Retention Marketing Specialist to own retention and engagement strategy end-to-end for a growing, multi-product platform. This is a hands-on role that sits at the heart of the customer lifecycle, bridging acquisition and long-term customer value. You'll lead strategy development and personally execute it through Braze, working closely with Product, Data, and Compliance teams to reduce churn, grow customer lifetime value, and drive multi-product adoption across the platform. This is a 12-month fixed-term contract role based in Sydney (hybrid, with one day working from home per week). Key Accountabilities Develop and own the end-to-end retention and engagement strategy across the full product suite, translating data insights into a clear roadmap that reduces churn and grows customer lifetime value Build, test, and optimise lifecycle canvases, journeys, and automations within Braze to a high standard, ensuring every customer touchpoint reflects the brand's commitment to exceptional experience Design and execute cross-sell campaigns that drive multi-product adoption and increase average revenue per user, while maintaining strong customer experience standards Partner with the Data team to build customer segmentation and personas, creating targeted, personalised campaigns across onboarding, engagement, cross-sell, and win-back lifecycle stages Own customer content end-to-end, including weekly newsletters and market updates, coordinating compliance review and ensuring all communications meet regulatory standards Monitor and report on campaign performance against churn, retention, customer lifetime value, and engagement metrics, using data to guide ongoing optimisation Act as a trusted reference point on retention best practice and Braze expertise for the wider marketing team Ideal Experience Essential: Hands-on, proven experience owning and managing Braze end-to-end in a live production environment, having personally built, tested, and launched multi-step canvases and automations Demonstrated track record of lifting both acquisition and retention metrics through strategic CRM campaigns, with measurable impact on customer growth and revenue outcomes Significant experience in retention, lifecycle, or CRM marketing roles within wealth management, investment platforms, fintech, or financial services, with strong understanding of regulatory requirements for marketing communications Strong capability to interpret complex churn, customer lifetime value, and engagement data, translating insights into actionable strategic priorities and multi-stage lifecycle campaigns Strong copywriting ability across email, in-app messaging, and customer communications, with experience coordinating compliance in regulated environments Why Apply Lead retention and acquisition strategy for a fintech platform with a genuine mission to make investing accessible and help Australians build financial security through education and intuitive tools Work in a hybrid environment with genuine flexibility, and contribute to an organisation that values autonomy, integrity, and customer-first thinking Shape the direction of retention strategy and customer experience for a growing platform serving a diverse and expanding customer base To have a confidential chat, please contact Ryan at rclarke@parityconsulting.com.au Whether you are a sports fanatic, shark diver or part-time antique collector, we celebrate your uniqueness. Parity Consulting works with clients who embrace diverse and inclusive environments and empower their teams to bring their authentic whole self to work. We encourage people with different beliefs, abilities, backgrounds and life experiences to contact us. At Parity, we believe in people, not just data. Every application is reviewed by a real person, ensuring your experience and individuality are genuinely valued throughout the recruitment process. ....Read more...