Business Banking (BB) manages relationships with Commonwealth Bank’s small-medium enterprise customers, mid-market corporate customers, and regional and agribusiness customers, providing a wide range of financial services and solutions. It also services our personal and institutional online trading customers.
The Virtual Relationship Management (VRM) Crew is responsible for designing and implementing go-to-market propositions using Agentic AI approaches, which would integrate into branch, digital, call centre, and RM managed capabilities. This initiative represents the future of AI-driven distribution for the Business Bank and is part of the CCD Domain.
Do work that matters
Reporting to the Crew Lead, your responsibilities include but are not limited to:
1. Delivering excellent agentic customer experiences across all digital touchpoints, applying best practice experience research and design methodologies.
2. Owning the VRM digital experience, initially focusing on small business banking customers, with plans to expand to other segments.
3. Ensuring operational interoperability across the digital landscape.
4. Managing capabilities that impact customer interactions with Agentic-first solutions.
5. Providing key decision-makers with trusted insights on VRM proposition performance, growth, risk, and external ecosystem factors.
6. Developing a clear product vision and roadmap, capitalising on identified opportunities and addressing challenges highlighted by economic, competitor, and emerging insights.
We are interested in people who have
* A background in customer research and feedback-led digital capability development (e.g., mobile apps, messaging, digital journeys, campaigns, voice, avatars).
* Experience in end-to-end delivery of strategic projects with a strong focus on managing risk.
* A proven track record in developing product value propositions, market positioning (internal and external), and roadmaps.
* Understanding of, and exposure to, Generative AI-driven applications is beneficial.
* Strong design thinking skills, considering multiple internal and external factors.
* Attention to detail with the ability to see the bigger picture and exercise excellent commercial judgment.
* Experience managing senior stakeholders, leading change, and delivering strategic communications.
* A passion for and understanding of Generative AI, including awareness of key challenges and opportunities.
Exceptional verbal and written communication skills
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 your next career step.
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