* You’re a passionate product professional, 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 Simple Credit Crew has end-to-end responsibility for the Commonwealth Bank Simple Credit business. We consist of squads that look after the development of the StepPay and Line of credit products, acquisition, the growth of our portfolio including new products and features and end-to-end process improvement for an exceptional customer experience. Our crew’s purpose is to provide simple and flexible payment options that empower customers to foster responsible spending habits.
See yourself in the team
Working in the Customer Success & Data Transformation squad, this Senior Manager role is pivotal to the delivery of our ambitious net promoter score (NPS) target for Simple Credit, and its three squads. You’ll report to the Chapter Lead for Simple Credit Product and Solutions, who’ll support your performance and development. You’ll play a critical role to increase customer advocacy through exceptional digital-first experiences by identifying breakpoints and customer friction. You’ll collaborate with squads to shape actions and initiatives to enhance the customer experience, whilst also being responsible for ensuring changes are safely executed and risk outcomes are met. Your targeted interventions and strategic initiatives will improve customer satisfaction.
Key responsibilities will include
* Customer experience: Continuously monitor the customer experience, scanning for friction, using multiple data points to identify trends and problem spaces, find breakpoints and convert these into action or initiative for an improved experience
* Customer Advocacy: Be the voice of the customer within the Simple Credit crew, living the customer journey, and obsessing over our customer experience
* Journey Mapping: Review customer experience flows, and uplift documentation where needed to build comprehensive journey maps for key customer ‘jobs to be done’, touch- and breakpoints.
* Breakpoint Analysis: Analyse customer feedback and complaints data to identify areas of friction, and measure the impact of breakpoints
* Initiative Validation & Prioritisation: Engage with UX research teams to leverage or gather qualitative insights and validate improvement initiatives.
* Streamline processes and reporting: Build new, scalable processes, and uplift existing ones to reduce manual effort, complexity and duplication.
* Reporting: Own and lead reporting to large, or senior audiences and stakeholders in forums such as Product Governance to provide meaningful, actionable updates with clear outcomes.
* Best practice: Understand best practices externally and across RBS to identify new approaches and implement continuous improvement to enhance the customer experience.
* Risk management: Responsible for proactively managing risks including performance of regular controls, robust product governance, identification of issues, escalation and swift resolution of issues including remediation
We want to hear from you if you have
* 5-8+ years of experience in customer experience, journey mapping, or related product management role.
* Proven problem-solving skills coupled with an ability to iterate and improve customer experience
* Ability to collaborate across stakeholders, communicate an initiative’s business value, and influence prioritisation whilst balancing squad deliverables
* Strong ability to identify roadblocks or dependencies and resolve, or escalate as required
* Experience in incorporating design thinking and analytics to drive digital customer experiences
* Strong financial product knowledge is preferred; experience managing payments, credit or banking products highly regarded
* Passionate about credit, payments, and/or Buy Now Pay Later industries, and building different payments experiences
* Tertiary qualification in a Business / Commerce Degree Preferred
* Risk Mindset – All CommBank employees are expected to proactively identify and understand, openly discuss, and act on current and future risks.
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: 17/11/2024