Product Manager, Customer Self-service Experience - Sydney, Australia - Commonwealth Bank

Commonwealth Bank

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

You're a passionate Product Manager, driven to deliver exceptional customer outcomes:

We've transformed our ways of working to take our customer obsession to the next level:

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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 Personal Lending Crew has end-to-end responsibility for the Commonwealth Bank Personal Lending Products.

We deliver on our purpose by using 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 you with your performance and development.

As a member of the Customer Self-Service Experience squad, you will play a pivotal role in shaping our in-life experiences for our customers with a focus on digital self-service.

_More specifically, you will:
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_Product strategy: _Contribute to the development and execution of the Customer Self-Service Experience strategy from solution development through to delivery.
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_Customer experience: _Understand the voice of the customer and continuously improve the experiences by having a deep understanding across the Personal Lending value chain and review and enhance product digital experiences.
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_Cross functional collaboration: _Build and foster strong relationships across the product value chain, including frontline teams, compliance, and technology to ensure seamless delivery.
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_Proposition / Product development _: Lead the delivery of changes to drive digital self-service and automate manual processes.
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_Market research and analytics: _Identify trends, customer preferences, regulations and competitive landscape to inform product strategy.
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_Risk management _: Responsible for proactively managing risks including performance of regular controls, robust product governance, identification of issues, escalation and swift resolution of incidents and issues.
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_Compliance: _Work with our partners in Compliance to ensure that the personal lending business always complies with all relevant regulatory requirements.
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Performance Analysis:
_Analyse product performance of self-service experiences to identify areas for improvement and opportunities for growth.

_We want to hear from people who have: _

Sound ability to drive outcomes and execute on a roadmap of initiatives
Sound Personal Lending product knowledge is preferred, experience managing banking products highly regarded.
Sound communication, stakeholder engagement and influencing skills
Proven problemsolving skills coupled with an ability to innovate and think differently
Ability to think analytically and use data and insights to make decisions

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

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Advertising End Date: 28/05/2024