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Product Owner (Senior Manager) - Engagement

Commonwealth Bank of Australia
Sydney, Australia
Closing date
May 25, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
  • You're an experience and accomplished Senior Manager, driven to deliver exceptional outcomes
  • We're committed to delivering outstanding customer experiences
  • Together we can achieve big goals, having a lot of fun along the way

Do work that matters:

Ultimately this role will be in the Acquisition, Engagement and Retention Crew in Retail Banking Services (RBS). This portfolio is at the heart of the Retail Bank's franchise managing the acquisition of new everyday banking customers and accounts and in-life management of, and engagement with, these customers.

See yourself in the team:

As PO for Engagement you will lead a team of multidisciplinary people to deliver on the outcomes for the squad, creating a psychologically safe, inclusive, accountable and high performance culture. This includes working across multiple teams, including; D&C, CSN, Risk, Finance and Marketing.

More specifically you will:
  • Define and deliver activities to engage customers in the first 90 days (transaction account, savings accounts and travel money card) to deliver quality new customer accounts
  • Plan and lead the promotional efforts for new existing EDB accounts to drive payment volume (Click to pay, Apple, Pay, Pay ID) including both internal and external marketing, advertising, communication and training, and relationship building activities, in conjunction with relevant stakeholders and partners.
  • Work with the Yello team on leveraging Yello CVP to drive first 90 day engagement
  • Work with other Crews within in the EDB Domain to prioritise and plan NBCs.
  • Build detailed reporting and monitor business results
  • Identify and deliver enhancement opportunities in line with our NPS +30 aspiration.
  • Obsess over our customers, reviewing and actioning feedback and complaint themes and beyond.
  • Deeply understand the lived experience of our customers with our products, across different products and variations (eg. youth).
  • Stay abreast of external market trends (from regulatory, economics to innovation), including competitor offerings.
  • Be accountable for continued monitoring and proactive improvements of the product risk and control environment (post 90 days) across deposit, transaction and travel money card products. This includes robust product governance, identification of issues, escalation and swift resolution of problem records; including remediation and regulatory responses.
  • Robust operational risk management, and continuous improvement and simplification of the product suite and processes

We want to hear from you if you have:
  • Experience as a leader in portfolio management
  • Familiarity with the Everyday Banking products
  • Experience with delivering, managing and optimising NBCs
  • Ability to interpret and make decisions based on analytical information
  • Ability to demonstrate strategic thinking
  • Strong communication, commercial judgement, negotiation and influencing skills, with an ability to find solutions that are in the best interest of both the customer and business, including effectively present to senior leadership
  • Ability to build and leverage effective internal and external relationships given the wide range of stakeholders
  • Demonstrated ability to turn strategic thinking into executed tangible outcomes delivered to customers
  • Experience of successfully managing risk and controls across the end to end value chain
  • Ability and passion to act as a 'change leader' in supporting transformational activities and creating a culture of continuous improvement
  • Knowledge of regulatory, banking and financial markets environments is also important

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: 23/05/2024

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