Job Opportunity
As a key member of our Business Banking team, you will play a vital role in delivering exceptional customer experiences across all touchpoints.
Our Virtual Relationship Management (VRM) Crew is responsible for designing and implementing go-to-market propositions using Agentic AI approaches. This involves integrating into branch, digital, call centre, and RM-managed capabilities to form the future of AI-driven distribution for the Business Bank.
Reporting to the Crew Lead, your responsibilities include:
1. Delivering best practice experience research and design methodology to agentic customer interactions.
2. Owning the VRM call centre experience, focusing initially on small business banking customers and expanding to other segments over time.
3. Ensuring interoperability across the agentic landscape through operational accountability.
5. Developing a clear product vision and roadmap to capitalize on identified opportunities and address challenges highlighted by economic, competitor, and emerging insights.
Required Skills and Qualifications:
* A background in running and improving operations at call centres.
* Experience in end-to-end delivery of strategic operational projects with a focus on improving NPS in assisted channels.
* A proven track record in developing clear product value propositions, market positioning, and roadmaps.
* Exposure to Generative AI-driven applications is beneficial.
* Demonstrated people management skills and experience leading tech squads with a customer-first mindset and end-to-end experience design.
* Strong design thinking skills considering multiple internal and external factors.
* Attention to detail while maintaining a focus on the bigger picture, with excellent commercial judgment.
* Experience managing senior stakeholders, leading change, communicating clearly, and executing strategic initiatives.
* Exceptional verbal and written communication skills.
Benefits:
We are committed to supporting your next career step. If this sounds like the role for you, we encourage you to apply today.
For those already part of the Commonwealth Bank Group, please submit your application through Sidekick.
If you require additional support, please contact HR Direct.