Manager, Customer Journey

Job No.:570658

Work type:Continuing

About the position

• Full-Time, Continuing position
• Campus Independent (can be located at Bundoora or any of our VIC regional campuses)
• Classification: HEO9 - Base salary from $138,453 + 17% superannuation
• Hybrid work model support

The Manager, Customer Journey is a key position within the Marketing team, reporting to the Senior Manager, Customer Journey. This role is responsible for leveraging audience insights, developing personas, creating segmentation strategies, and overseeing journey design and performance reporting across the entire prospective student lifecycle. The Manager ensures that all journey design decisions are informed by market data and audience feedback, working closely with cross-functional teams such as Marketing, Digital Experience, Insights, and technology to drive data-driven, actionable, and continuously optimized customer experiences.

Main duties include developing customer-led marketing strategies, advising on audience segmentation, identifying trends and improvement opportunities, and creating clear performance dashboards and reports. The role also involves mentoring staff, connecting market understanding with journey design, and translating complex data into actionable insights for leadership. Additional responsibilities include supporting KPI governance, collaborating on marketing strategies and content, optimizing supporting technologies, and leading the Analytics Specialist to ensure high-quality analytical outputs and effective journey optimization.

Skills and Experience

To be considered for this position, you will have:

• Extensive experience in customer data analysis, journey mapping, and digital marketing or campaign strategy, with a proven ability to turn insights into actionable recommendations and strategic change.
• Experience translating complex data into clear, actionable recommendations for diverse audiences including senior stakeholders.
• Strong interpersonal skills, including the ability to negotiate, motivate, influence, and foster collaboration to achieve shared goals.
• Relevant tertiary qualifications and/or a significant combination of experience, knowledge, and specialist training.

Please refer to the Position Description for other duties, skills and experience required for this position.

Benefits

• 17% superannuation
• Private Health Insurance discount
• Plus many more, click HERE

How to apply

Please submit an online application ONLY and include the following documents:

• An up-to-date resume; and
• Cover letter

Only candidates with Full Working Rights in Australia may apply for this position.

Aboriginal and Torres Strait Islander Applicants

We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.

Our commitment to diversity and inclusion

La Trobe University is committed to creating a diverse and inclusive workforce. We take an intersectional approach by actively supporting and encouraging people of all backgrounds and abilities to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. Flexibility in interview format will be offered to shortlisted candidates.

Our commitment to safety

All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.

National Code on Gender Based Violence in Higher Education

La Trobe University is committed to upholding the National Code to Prevent and Respond to Gender-Based Violence (GBV Code). This aligns with our mission to create safe and respectful communities. Candidates will be asked during the recruitment process to declare whether they have ever been investigated for, or found to have engaged in, gender-based violence in previous employment and/or in legal proceedings and provide relevant information to assist in determining suitability. Gender-based violence means any form of physical or non-physical violence, harassment, abuse or threats based on gender, that results in, or is likely to result in harm, coercion, control, fear or deprivation liberty or autonomy.

Advertised:17/6/2026

Closing Date:05/7/2026