Product Manager - Onboarding, Access and Origination

• You are passionate about creating and managing market leading digital products and drive to deliver exceptional customer outcomes.
• Join us as we build the next evolution of our exciting and market-leading digital channels, all delivered seamlessly through brilliant digital customer experiences.
• Newly created role due to exciting growth.

Your Team

Within Retail Banking Services (RBS) the Digital Domain drives the strategy and delivery behind CBA’s market leading CommBank app, and its desktop asset NetBank, delivering an integral service and brilliant experiences to over nine million digitally active customers.

Within this Domain the Originations, Access and Onboarding (OAO) Crew is responsible for delivering the best digital customer onboarding, security, and origination experiences in the market. Whether it be welcoming customers new to the bank or accessing their digital banking day-to-day, we work to ensure each experience is seamless and secure.

You will report to the Executive Product Manager – Onboarding, Access & Origination, who will support you with your performance and development. Your primary objective will be to work with the Crew’s Product Owners, relevant squad members and cross functional teams. This role specifically works with the Squads who are accountable for designing and maintaining a global-best in class Access experiences like digital log on/credentials, password management, device management. They seek to create and maintain products that offer seamless experiences for genuine customers and are impenetrable to bad actors.

Your impact and contribution

As a Product Manager, you will be an experienced professional who is driven by a desire to design and execute on the vision to deliver exceptional digital experiences to our customers. Drawing from your strong digital and/or banking product management experience, you’re constantly pushing the boundaries to help deliver outcomes that fundamentally shift the customer experience and unlock more value. Your passion for and ability to solve complex problems are key to delivering these high-quality solutions to market.

You will continuously strategize, iterate and enhance the product features to create better outcomes and value for customer and stakeholders. You are a creative problem solver, you quickly pivot to changing work demands and possess the ability to accurately evaluate complex and ambiguous situations to reach timely, objective and informed decisions.  You will influence others by communicating value with credibility and authority. You have a high tolerance for complexity and ambiguity coupled with the resilience and tenacity to see things through.

You have experience working in a fast paced, agile environment and use leading practices with an appreciation for the value of continuous delivery and user testing.

And your hard work will pay dividends, being able to tap into flexibility, great rewards and the ability to drive your own career growth, knowing you’ll have our support every step of the way.

See yourself in our team (Key responsibilities):

• Engage with many cross-functional stakeholders (from legal teams and marketing teams to software engineers) to gather requirements, design and garner feedback on proposed solutions, capability or features ensuring our solutions meet the evolving needs of the market.

• Leverage insights and data to deliver strategic recommendations for product, policy and process enhancements.

• Stay abreast of external market trends and evolving customer expectations.

• Lead product change initiatives (including partnering with OCM, Marketing, Corporate Affairs, Frontline Channel representatives) to continuously improve the product offering and processes, enhancing customer outcomes and value, as well as reduce risk and improve productivity throughout the portfolio.

• Prepare detailed product briefs, governance artefacts, SOPs, business cases, requirements for features, risk papers and product performance updates

• Develop and maintain strong relationships with key business and technical stakeholders across frontline, technology, risk and operations;

• Identify risks, dependencies and issues for the squad and product, in line with excellent management of operational risk and compliance outcomes, uplifting and implementing controls (and supporting processes) where required

• Manage assigned Risk Issues/Incidents, conducting root cause analysis and ensuring that these are flagged for solution scoping within the relevant squads

• Prepare detailed product briefs, governance artefacts, SOPs, business cases, requirements for features, risk papers and product performance updates

• Lead and execute multiple prioritised initiatives to achieve business outcomes.

• Apply business acumen, leadership, change management and project management experience to determine the optimal approach in project execution.

• Analyse product performance both from a customer outcomes perspective (NPS, straight through processing rates, Complaints) and business value – (acquisition, cost savings).

We’re interested in hearing from a passionate product professional with relevant skills and experience including:

• Previous strategy, product management or business analyst experience within financial services

• Strong understanding of digital origination, access and onboarding customer journeys (ID verification AND/OR Secure Access)

• Previous risk management experience – managing issues, incidents and customer remediations

• Previous experience in managing or supporting technical delivery, including business requirements gathering and writing preferred.

• Exceptional stakeholder engagement skills including presentation skills, communication, negotiation and influencing capability at a senior leadership level with a proven record of managing the needs of varied business stakeholders.

• Strong planning and time management skills with the ability to deal with competing priorities and upcoming due dates

• Strong organisational skills with the ability to work independently in a dynamic, fast-paced environment

• Highly detail-oriented, accountable, and motivated, with a flexible, team-first mindset and a passion for delivering exceptional customer experiences

• Experience managing a product across its lifecycle

• Creating, and driving digital product strategies and roadmaps

• Experience in delivering outcomes in an Agile environment

• Strong communication and interpersonal skills

• Ability to collaborate and influence across diverse stakeholder groups

If this sounds like you, apply today!

Advertising End Date: 08/04/2025