See yourself in our teamBusiness 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 forms the future of AI-driven distribution for the Business Bank and is part of the CCD Domain.Do work that mattersReporting to the Crew Lead, your responsibilities include but are not limited to:Delivering excellent agentic customer experiences across all touchpoints with our voice channel, through the application of best practice experience research and design methodology.Owning the VRM call centre experience, initially focusing on small business banking customers and expanding to other segments over time.Operational accountability for interoperability across the agentic landscape.Managing capabilities that impact customer interactions with Agentic-first solutions in call centres.Providing key decision-makers with trusted insights about VRM proposition customer performance, growth, risk, and the external ecosystem.Developing a clear product vision and roadmap, ensuring the group capitalizes on identified opportunities and addresses challenges highlighted by economic, competitor, and emerging insights.We are interested in people who have: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 (internal and external), and roadmaps.Exposure to, and understanding of, developing 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, delivering change.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.If this sounds like the role for you, we would love to hear from you. Apply today!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.We are aware of some accessibility issues on this site, particularly for screen reader users. If you require additional support, please contact HR Direct at 1800 989 696.Advertising End Date: 28/05/2025
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