Lead an integrated roadmap across customer recognition, intent, appointment and digital self-service capabilities that shape how customers are recognised, routed and fulfilled across assisted channels.
Shape enterprise-significant capability through various digital platforms as CommBank modernises legacy platforms into simpler, smarter and future-ready experiences.
Join a bank investing in modern technology, reusable service domains and Agentic and GenAI capability to create better outcomes for customers and frontline teams.
Do work that matters
In this role, you will lead the integrated Customer & Digital roadmap across customer intent, recognition and digital self-service capabilities in the Customer Needs Assisted Technologies crew. You will help shape how customers are recognised, routed and fulfilled through the most convenient channel, including delivery of Enterprise Intelligent Concierge as a key enterprise capability.
See yourself in our team
Be part of the team at the heart of how CommBank serves Australia. Retail Banking Services supports more than 10 million personal and small business customers with market-leading products, services and digital experiences.
You’ll join a team helping reimagine assisted service delivery through a modular, cloud-native platform designed around real customer journeys and reusable service domains. An opportunity to simplify customer journeys, improve frontline effectiveness and coordinate delivery across business, technology, data and digital partners.
- Own the integrated Customer & Digital roadmap, backlog and delivery sequencing across customer intent, recognition, appointment and location discovery, and digital self-service capabilities.
- Lead delivery outcomes for Enterprise Intelligent Concierge to help customers fulfil their needs in the most convenient and effective way.
- Translate customer, banker and operational requirements into clear product outcomes, acceptance criteria, risk positions and business readiness plans.
- Manage dependencies across Customer Protection, Legacy Applications, BTS Modernisation, Digital, Technology, Data and Distribution teams.
- Ensure customer impacts, operational controls, frontline adoption and change activity are understood and embedded before release.
- Provide transparent executive reporting on progress, benefits, risks, dependencies, decision points and customer outcomes.
We’re interested in hearing from people who:
Bring strong product or business leadership experience and enjoy solving complex, cross-functional challenges that improve customer and colleague experiences. We’d love to hear from people who can create clarity, balance customer and business outcomes, and build trusted partnerships across senior stakeholders while delivering meaningful change at scale.
- Have leadership experience in customer-facing digital, assisted channel, customer recognition, customer journey or service enablement environments.
- Can lead complex, multi-domain roadmaps with technology, data, digital, operations and frontline dependencies.
- Bring a strong understanding of customer experience, channel orchestration, risk and controls, and operational readiness.
- Are confident shaping executive-level materials, governance updates and decision papers in complex delivery environments.
- Create clarity across ambiguity and bring stakeholders together to make practical, well-informed decisions.
- Balance customer, colleague, risk, technology and commercial outcomes when prioritising work.
- Influence senior stakeholders through trusted partnerships and strong delivery discipline.
- Lead with a clear focus on customer outcomes, transparent risk management and successful adoption of change.
Working with us: At CommBank, we're committed to creating an accessible, inclusive and respectful workplace. If you require support or adjustments, please let us know. We welcome applications from people of all backgrounds and we're particularly committed to making a positive difference for Aboriginal and/or Torres Strait Islander Peoples. For support please contact 1800 989 696
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.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
Skills Required
- Proven product or business leadership experience in customer-facing digital or assisted channel environments
- Experience leading complex, multi-domain roadmaps involving technology, data, digital, operations and frontline stakeholders
- Strong understanding of customer experience, channel orchestration, risk and controls, and operational readiness
- Ability to translate customer, banker and operational requirements into product outcomes, acceptance criteria and business readiness plans
- Experience managing dependencies across legacy applications, modernisation programs and multiple delivery teams
- Proven capability to create executive-level materials, governance updates and decision papers
- Strong stakeholder influence and partnership skills with senior leaders and cross-functional teams
- Focus on delivering customer outcomes with transparent risk management and change adoption
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.
