Executive Manager - Customer Data Centre of Excellence

See yourself in the team

The Chief Operations Office (COO) supports the CBA Group in achieving business imperatives through the delivery of effective, efficient and continually improving operational processes. Core to the functions of the COO is a focus on customer. Every single process that we execute has a significant impact on customer experience.

The Customer Data Domain powers the Group with high performance APIs and cloud data mastery solutions to deliver timely customer data to all channels and systems, ensuring our customers see complete views of their individual and entity data when interfacing with the Group.

Our work is aimed at collating information about all our customers into one infrastructure, providing a single view of customer for all users, whether front-line or analytical, and managing quality from the point of capture from the customer. We design and implement processes to maintain and improve the integrity and richness of our customer data over time and through the customer life-cycle.

We care about the identity of customers, the privacy and accuracy of their information, their rights and responsibilities in relation to Bank products and their relationships to each other. By leveraging customer information, we enable our staff to know and remember our customers, in order to give the best possible experience and provide what they want and need reliably.

Do work that matters

As the leader of our Customer Data Centre of Excellence, you will spearhead a dynamic team of product managers, customer data operations experts, data stewards, and risk and control specialists. Your mission is to ensure the integrity of our customer data environment, managing critical data elements (CDEs), and drive the operations of our customer data systems. You'll also provide strategic oversight and support to our customer data product management and subject matter experts (SMEs) as they help squads deliver engineering innovation across the entire Group ecosystem. This is an exciting opportunity to shape the future of our customer data operations landscape, which is going through significant technical advancement across the wider domain.

Your responsibilities include but are not limited to:

• Lead key customer data operations teams, including customer data control & analytics and the customer systems and delivery support operations functions.

• Set the direction and manage data quality for the customer CDEs, working with the data steward and BU stakeholders to resolve issues and maintain CDEs within tolerances.

• Manage the workflow of the customer data product managers/SMEs in support of delivery and wider Group change.

• Establish Group relationships with key business stakeholders (IB&M, RBS, Digital, BB, Ops)

• Provide leadership and direction when problem production incidents occur – maintaining the responsibility of the voice of the business (which in this case is often Group/Cross BU focused)

• Provide support to cross-Group teams who may seek to impact or request change from our domain.

• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions, and decisions we expect from our people.

We are looking for people who have

• A background in understanding customer master data management.

• Experience managing operation risk and control environments from a business perspective.

• Experience leading operations teams is desirable.

• Good knowledge of legal entity structures and associated data elements

• Strong analytical skills and commercial acumen

• Experience/accreditation as a Product manager is highly regarded

• Experience in an Agile environment is desirable.

• Strong analytical skills and commercial acumen