* You're a passionate Senior Product Manager, driven to deliver exceptional customer outcomes
* We've transformed our ways of working to take our customer obsession to the next level
* Together we're delivering outstanding customer experiences, and having a lot of fun along the way
Do work that matters
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. We offer market-leading products and services, supported by some of the world's best systems and processes.
The Consumer Lending Crew has end-to-end responsibility for the CommBank's Personal Lending products. We use customer and data insights to build solutions that meet our customer's needs, now and into the future.
See yourself in the team
You will report to the Chapter Lead for Product and Solution Management, who will support your performance and development. As a member of the Service Excellence squad, you will play a pivotal role in shaping and delivering empathetic, efficient service experiences by reimagining how we communicate, resolve and learn from every interaction.
In this role you will
* Service uplift and recovery - Develop, implement and embed improvements across the tail end of the Personal Loan customer journey, with a strong focus on supporting customers when things don't go as expected to reduce Channel- and Service-related complaints.
* Channel collaboration - Work closely with our Customer Service Direct (CSD) phone and messaging teams to design and deliver tactical and strategic improvements that reduce friction, strengthen service outcomes, and improve end-to-end customer journey.
* Customer experience: Be the voice of the customer by having a deep understanding of in-life Personal Loan experiences. Understand and pre-empt the impact of micro and macro changes to product landscapes with a view to improve customer outcomes.
* Strategic delivery mindset: Own and drive complex initiatives, adapting and thriving in a fast-paced environment as priorities evolve.
* Cross-functional stakeholder engagement: Build and foster strong relationships from influencing senior leaders to engaging cross-functional teams to align priorities and ensure seamless delivery.
* Product Development & Execution: Lead the delivery of changes to drive digital self-service and automate manual processes.
* Compliance: Work with our partners in Compliance to ensure that Consumer Lending always complies with all relevant regulatory requirements.
* Risk management: Proactively manage risks including performance of regular controls, robust product governance, identification of issues, escalation and swift resolution of incidents and issues.
We want to hear from you if you have
* Strong experience improving complex service journeys, particularly where customers need additional support or issue resolution
* An understanding of phone and digital messaging channels, including how frontline teams operate and where friction typically occurs.
* Proven ability to use complaints, customer insights, and service metrics to identify root causes and drive targeted improvements.
* Solid project and product management, with ability to drive outcomes and execute on a roadmap of initiatives
* Advanced communication, stakeholder engagement and influencing skills
* Proven problem-solving skills coupled with a strong ability to innovate
* An understanding of unsecured lending - desired
* Risk Mindset – all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
* Tertiary qualification in a Business / Commerce Degree Preferred
Your development
If you live the values we can offer great opportunities, whether you want to move across the organisation or up into a leadership role, our code of conduct guides our decision making so we can do what's right in every situation.
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: 10/02/2026