Senior Experience Researcher

Senior Experience Researcher 
Sydney based- 50-50 office attendance
Permanent, fulltime position
 

You are a Senior Experience Researcher focused on understanding customer and staff needs, shaping product decisions through evidence and driving meaningful outcomes. 

Our team drives the Staff & Customer Experience vision across digital and assisted touchpoints. 

Through collaboration, we deliver human-centred experiences that improve how millions of Australians interact with CommBank. 

Do work that matters 

As a Senior Experience Researcher, you will lead complex research and experimentation initiatives that shape product, service and experience decisions. 

You’ll work in a cross-functional environment with Product, Design and Engineering to define problems, test hypotheses and generate evidence that informs prioritisation and reduces delivery risk. 

Reporting into the Research Chapter Lead, you will be part of the Experience Research Practice within the CommBank Design team. You will play a critical role in shaping both new and existing digital experiences across CommBank’s platforms, with a focus on our Investing and Insurance products.  For this role, we are specifically looking for someone to help drive the evolution our experimentation capability and demonstrating the impact of evidence-led approaches to digital innovation. 
 

See yourself in our team 

Our Experience Research Practice sits at the heart of CommBank’s digital experiences - ensuring decisions are grounded in a deep understanding of customer behaviour, needs and context. 

We work across the full product lifecycle, from discovery through to delivery and optimisation, combining behavioural research, data and experimentation to inform decisions at scale. 

You will partner closely with product and design leaders to define what we should build, why it matters, and how we know it’s working. 

Where will you go? 

Any given week could see you: 

Research & experimentation 

• Lead complex qualitative and quantitative research across large features, journeys or product areas  
• Designing and leading end-to-end experiments to validate ideas, test hypotheses and drive digital innovation. 
• Shaping robust test-and-learn frameworks and driving improvements in experimentation practices within your crew. 

Insight & strategy 

• Diagnose root causes of customer and business problems using multi-source evidence  
• Translate insights into clear, evidence-based recommendations that shape product direction and prioritisation  
• Influence stakeholders through compelling storytelling and strong evidence  
   

Product & delivery partnership 

• Embed research into continuous discovery and delivery cycles  
• Partner with Product and Design to ensure learning informs iteration and decision-making  
• Guide teams on appropriate research methods and evidence standards  
   

Capability Growth 

• Helping drive CommBank's experimentation maturity and continuous discovery capability.  
• Developing resources and guidelines that enable teams across the bank to adopt effective experimentation practices.  
• Actively mentoring and uplifting the research and experimentation capability within your crew.  

We’re interested to hear from people who: 

• Proven experience designing and running digital experiments (A/B tests, pilots, concept tests) within agile teams. 
• Strong qualitative UX research skills (interviews, usability testing, contextual inquiry, workshops) combined with the ability to integrate quantitative analytics to inform digital product decisions. 
• Demonstrated capability to embed experimentation practices and methodologies effectively within teams. 
• Comfortable influencing stakeholders, clearly communicating research insights and experiment outcomes to shape evidence-based product decisions. 
• Solid understanding of risk, privacy, ethics, and governance considerations in UX research and experimentation contexts.