Digital Channel Manager at Tyro

Product, Full-time, Sydney, NSW sydney product full-time
Description
Posted 15 days ago

Why work for us

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our over 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian businesses.

🎥 Take a look here what it's like to work at Tyro

Your mission

As Channel Manager for Digital Channels you will have a deep understanding of the customer and business goals, and be accountable for how well the Digital Channels that you manage satisfy these. Using your Channel roadmap, you will guide and provide strategic direction to the Digital delivery team(s) to develop an exceptional customer experience across Tyro’s Digital Channels – our digital onboarding platforms and internal customer systems. 

You will be a key contact to receive and manage Channel related requests from the organisation to work with the Digital Channels team to develop the roadmap, report on performance, recommend strategic improvements and new features.

You will be reporting to the Head of Digital Channels and working alongside Designers, Researchers, Product Marketing and Engineers.

Main activities

Collaborate with the organisation including Product, Sales & Marketing, Customer Service, Risk, Delivery Leads and Engineering to:
o   receive, manage and prioritise channel related requests
o   maintain the Channel roadmap and manage requests into the delivery teams
o   update on delivery status
o   assist with channel related initiatives

Partner with your Digital Channel management team to:
o   successfully deliver against your channel roadmap with your delivery teams
o   work with product marketing to plan and execute go to market initiatives, raise internal awareness of Channel offerings, drive Channel growth and engagement

Work with Designers, Researchers, analyse data, interview customers and use customer feedback loops to proactively identify customer needs and make recommendations for continuous improvement to the Channel(s)

Research and monitor competitor activities and market trends related to your Channel to ensure you have understanding of evolving customer needs

Report on channel performance and customer satisfaction through agreed KPIs and key metrics, and work with other product managers to ensure Tyro is achieving its customer and financial goals

Actively seek feedback and evaluation from stakeholders to improve Channel Management practice

Skills and Experience

  • 5+ years of experience in digital channel management or product management, preferably in a high growth tech company
  • More than a year in financial services or other regulated industries a plus
  • Demonstrated ability to initiate, collaborate and manage strategic initiates across the full product development lifecycle
  • Experience working in Agile and Lean environments
  • Facilitation skills
  • Confidence and ability to work independently
  • Positive attitude and strong interpersonal skills
  • Excellent communication and presentation skills
  • Time management and negotiation skills
  • Capability in research, usability, CX, service design or product design a plus
  • Capability in analytics and reporting
  • Perks & Benefits
    We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more!

    Our Story
    Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 500 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses.

    Values
    Wow the Customer - We love our customers and we want them to love us too.
    Be Good - We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.
    Commit to Greatness - We think big, move fast and dare to be different. We're always asking "what's next?"
    Stay Hungry - We ooze passion and determination and we play as a team to win.

    Privacy and Submitting your Application
    By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy (www.tyro.com/privacy-policy/) and Privacy Statement & Consent for Job Applicants (www.tyro.com/privacy-statement-job-applicants/) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.

    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.