Associate Digital Channel Analyst

Mō te tūranga | About the Role

This role will work closely with the Digital Channel Managers and Head of Digital Consumer, Business, Public Web and Digital Comms to identify trends and opportunities, report on and provide insights for digital channels, support digital channel strategy iteration and roadmapping, and collaborate with stakeholders on strategic initiatives and optimisation of digital channels.

In this role you will analyse data, assist with reporting, contribute to business requirements & UX wireframes, conduct desktop research, conduct A/B tests and support the tracking of metrics.

Data analysis

• Contribute to analysis of customer satisfaction, feedback and analytics data to identify opportunities for improvement.
• Support collection and processing of data from a variety of sources and help produce reports to track digital performance against key metrics.
• Contribute to change recommendations to improve results and achieve objectives, under supervision.
• Support data analysis for the development of business cases.
• Contribute to the assessment of incidents and their impact on digital channels.

Champion and improve customer experiences

• Work with user experience designers to understand user needs and help ensure solutions meet those needs.
• Participate in user journey mapping, learning to identify personas, touchpoints, actions and obstacles.
• Support content advisors and editors to help deliver solutions in line with content standards and customer usability.
• Advocate for the customer on projects, ensuring customer needs and expectations are considered.
• Champion Westpac’s Accessibility standards.
• Contribute to business case development.
• Assist with User Acceptance Testing, when required.
• Learn about the competitor landscape.

Change, Risk and Governance

• Support the Digital Channel review process.
• Assist with the management of risks.
• Prepare collateral for digital channels, for both customers and staff.
• Support change management activities for digital releases.
• Understand the relevant regulatory landscape and support responses to new legislation.
• Assist with the management of the digital backlog.

Nā tāu rourou | What will you bring?

• Recent graduate, final year student or equivalent experience in a relevant field (e.g. business, IT, analytics, digital, marketing).
• Demonstrated analytical and critical thinking skills, developed through study or internships.
• Good communication and presentation skills.
• Interest in digital channels and customer experiences.
• Financial services knowledge is an advantage but not required.
• Evidence of ongoing professional development or willingness to learn.
• Passion for analysing experiences across digital products and services.
• Good data analysis and storytelling skills, with support.
• Enjoy working collaboratively within a team.
• Comfortable dealing with ambiguity and change, able to prioritise with guidance, and willing to seek clarification on policies, processes and decisions when needed.

Capabilities / Skills

• Action Oriented: Willing to take on new challenges and learn from experience. Shows initiative and a positive attitude.
• Decision Quality: Seeks guidance when making decisions and learns to balance analysis with practical judgement.
• Resourcefulness: Makes effective use of available resources and seeks help when needed.
• Functional and Technical Skills: Developing knowledge of digital analytics, reporting tools and digital customer experience.
• Customer Focus: Demonstrates an understanding of customer needs and is committed to improving customer outcomes

Ko mātou tēnei | Our Organisation

At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac - it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

Tono mai ināianei! | Apply Now!

Apply today with your CV and Cover Letter.

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us - we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodivergent, have chronic health conditions or disabilities - your attitude and passion are as important to us as your experience, qualifications and capabilities.

Mahi tahi tātou, kaha ake tātou | Together Greater

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