- You are impact driven and an expert in delivering complex change initiatives
- You know how to build strong relationships with your squad and crews to be successful
- Together we can achieve big goals and committed in delivering customer experiences
See yourself in our team
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. Within RBS, the Everyday Products Crew is focussed on building innovative and value creating everyday products for all Australians. It is our role to drive sustainable growth of our everyday transaction account products, by delivering things customers love so they want to do all their banking with us.
The E2E Service Journeys crew is responsible for the Disputes Journey, the Deceased Estates and Authorities Journeys. We are dedicated to providing the best service in the moments that matter. The Disputes value stream works together with many other teams including Fraud, Chief Operations Office, Customer Service Direct, Customer Service Network, Digital and Data & analytics to ensure a world class experience for customers who have experienced unauthorised (fraud) transactions or authorised transactions with a negative outcome (e.g. goods/services were not received or not as described). The Disputes value stream has also been the first area in the bank to build and implement a GenAI solution to support customers in lodging a dispute.
We are a passionate, dynamic and customer obsessed team. We work collaboratively across our agile cross-functional teams to deliver on our key initiatives.
Do work that matters
Reporting to the Chapter Lead, E2E Service Journeys you will play a key role in the Gen AI Disputes squad. You will support the Product Owner in developing & executing major Gen AI related initiatives to meet our business priorities.
You will play a critical role in helping the E2E Service Journeys Crew deliver exceptional customer and channel experiences, whilst also being responsible for ensuring changes are safely executed and risk outcomes are met. This is a fantastic opportunity to be at the frontier of innovation in the bank, transforming the customer experience and operational processes for Disputes with the use of Gen AI. You will work closely with our business partners in Chief Operations Office (COO), Marketing and Distribution, Digital and other squads within the EDB Domain. You will also ensure compliance with regulatory requirements, uplift controls where necessary, and leverage customer insights to drive continuous improvement across products and processes.
To be successful, you will be confident in managing and influencing your stakeholders at pace to keep your initiatives progressing. You are confident in managing multiple priorities and worked in agile ways of working across squads to drive clear outcomes.
Specifically, you will;
- Develop, implement and embed change and transformation strategies
- Lead major Gen AI related initiatives
- Work with Data Science, Analytics, and technology SMEs to provide business requirements and design best practice customer journeys
- Contribute to assessment of dependencies and associated risk and compliance implications of requirements and solutions
- Understand and represent the voice of the customer, be across and pre-empt impact of macro, micro and product landscapes
- Proactively identify, understand and manage risks across the business ensuring they are captured
- Understand and manage the business and financial impacts of initiatives to get to optimal outcomes
- Participate in the quarterly business planning cycles, working with your squad to prioritise the backlog and accurately manage delivery expectations
- Be the subject matter expert on the customer experience for Disputes
- Support business verification testing activities
- Manage operational risk incidents and issues relating to Gen AI Disputes
We’re interested in hearing from people who have:
- Previous experience in product management and especially within financial services
- Experience in delivering complex initiatives, projects or change management
- Demonstrated experience working in an Agile environment preferred
- Strong critical thinking and analytical mindset
- Proven stakeholder engagement skills
- Knowledge of operations and compliance risk management or frameworks
- Strong planning and time management skills with the ability to deal with competing priorities
- Excellent written and verbal communication
- Risk Mindset: All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
Your Development
Our team is committed to supporting your development. You will have the opportunity to build a strong network and demonstrate your potential with high impact. You will be coached and supported in focusing on your own growth and development. If you live the values and demonstrate the people capabilities we can offer great opportunities.
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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Advertising End Date: 14/05/2025
Top Skills
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.
