Chapter Lead, Experience Design -Guidance & Investing Crew | Wealth & Private | Retail Banking Services
Location -Eveleigh, Sydney
Ways of working -Hybrid, 50% in-office. Wed/Thu are typical glue days
You are an experienced product design leader who is energised by ambiguity and curious about emerging digital technology, fintech and the future of investing.
Our team is a humble but talented group committed to delivering the best digital experiences for our customers and staff.
Together we deliver digital innovation that helps build a brighter financial future for all Australians.
Do work that matters
The Product Design Chapter Lead works in a collaborative, cross-functional environment, leading a Human Centred Design approach to create effective, cohesive design solutions that meet real customer needs.
In this role you will own the strategic experience design and governance of the Guidance & Investing portfolio, shaping how customers discover, start and grow their investing and retail superannuation journeys across the award-winning CommBank app, NetBank and the CommBank website. You will work hand in hand with a fellow Design Chapter Lead in Wealth & Private, partnering closely on initiatives that overlap so the end-to-end experience stays coherent.
You are equally comfortable in discovery and delivery. You bring a dual-track mindset, framing the customer problem and desired outcome up front, then guiding a team of designers, researchers and content designers to turn that thinking into shipped experiences. You are proactive in bringing visioning and the customer need to your stakeholders, anticipating needs and staying at the forefront of innovation.
See yourself in our team
Reporting into Irene Hanna, Design Chapter Area Lead, you will be a principal member of the Design Chapter and its Design Leadership team. You will lead 6-10 direct reports within a wider Wealth & Private Design team of around 20 designers, researchers and content designers.
The W&P Design team sits within Retail Banking Services (RBS). It is part of a 180+ strong design community across RBS with high-quality expectations and an award-winning design system. Comprised of UX Researchers, Product Designers, UI Designers, Service Designers, Content Designers and Digital Accessibility Experts, the Chapter delivers inclusive staff and customer experiences across all our digital and assisted touchpoints, through best-practice research and design methodology.
Where will you go?
If you live our values and demonstrate the required people and technical capabilities, we can offer great opportunities for progression across one of Australia's largest and most ambitious design communities.
Any given week could see you
Experience strategy — creating, championing and evolving an innovative experience strategy and roadmap for investing and retail super across the CommBank app, NetBank and website.
Discovery and problem framing — leading dual-track discovery, surfacing customer problems and opportunities, and articulating a clear point of view on the need before jumping to solutions.
Visioning and concepting — getting on the tools to create concepts and visions that communicate where the experience is heading and rally stakeholders around it.
Outcome-led delivery — working within a customer-problem and outcome-led product operating model. Partnering with Product Owners to understand business drivers, define experience metrics, and measure and report on key results.
Portfolio planning — scoping, planning and estimating portfolio initiatives, and tracking delivery against budget and timelines.
Cross-crew partnership — collaborating with your fellow domain Design Chapter Lead, and with product, engineering, risk and other stakeholders, to deliver feasible solutions on overlapping initiatives.
Design practice — leading the development of design capability and best practice within the Chapter, including the continuous improvement of methodologies, tools and processes, and contributing to the design system.
People leadership — mentoring and managing the goals and performance of your team to support capability development and career progression.
Design operations — overseeing design operations across your delivery portfolio and the Chapter more broadly.
Advocating for design — ensuring experience design methodology, and the customer problem, are understood and embedded in product delivery across the broader organisation.
We are interested to hear from people who have
Essential
Proven experience designing within banking and/or financial services, across native and responsive platforms.
Proven design leadership and mentorship experience, leading teams of designers and researchers to do their best work and thrive.
A strong discovery and delivery track record, comfortable operating in a dual-track, customer-problem and outcome-led product operating model.
Comfort with ambiguity, and the drive to proactively bring visioning and the customer need to your work and stakeholders.
Extensive experience implementing the end-to-end product design discovery and delivery, including scoping, planning and estimating large or complex programs.
Strong conceptual interaction design and information architecture skills, with the judgement to know “great” from “good”.
The ability to see the bigger picture and to design and critique from a strategic perspective.
Exceptional presentation, communication and stakeholder management skills.
Experience using customer research, behavioural analytics and digital analytics to drive design and journey optimisation.
Experience working within regulated environments.
Desirable
Experience designing in investing, wealth or retail superannuation.
Familiarity with contributing to and scaling a mature design system.
We look forward to hearing from you !
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Skills Required
- Proven experience designing within banking and/or financial services across native and responsive platforms
- Proven design leadership and mentorship experience leading teams of designers and researchers
- Strong discovery and delivery track record in a dual-track, customer-problem and outcome-led product operating model
- Comfort with ambiguity and ability to proactively bring visioning and customer needs to stakeholders
- Extensive experience implementing end-to-end product design discovery and delivery, including scoping, planning and estimating large or complex programs
- Strong conceptual interaction design and information architecture skills
- Ability to design and critique from a strategic, big-picture perspective
- Exceptional presentation, communication and stakeholder management skills
- Experience using customer research, behavioural analytics and digital analytics to drive design and journey optimisation
- Experience working within regulated environments
- Experience designing in investing, wealth or retail superannuation
- Familiarity with contributing to and scaling a mature design system
Commonwealth Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Commonwealth Bank and has not been reviewed or approved by Commonwealth Bank.
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Leave & Time Off Breadth — The bank offers additional Life Leave, the option to purchase up to four extra weeks, pet leave, and paid volunteering leave alongside flexible-working options. Public materials indicate these leave features compare well within Australian banking.
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Parental & Family Support — Permanent employees can access up to 18 weeks of paid parental leave, and superannuation is paid for up to 34 weeks of unpaid parental leave. These provisions extend support for new parents beyond standard settings.
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Wellbeing & Lifestyle Benefits — Access includes CBHS Health Fund, Fitness Passport, a 24/7 wellbeing platform with telehealth, an Employee Assistance Program, and employer‑paid income protection for up to two years, alongside staff banking perks and share plans. This combination provides day‑to‑day value across health, protection, and financial perks.
Commonwealth Bank Insights
What We Do
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services. We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances.
